12TH ANNUAL
STEVIE®AWARDSFOR SALES & CUSTOMER SERVICE
Awards Banquet and PresentationsFriday, February 23, 2018
Caesars Palace • Las Vegas, Nevada
SPONSORS
Welcome to the 12th annual Stevie® Awards for Sales & Customer Service, the world’s top honors for business development, sales, contact center and customer service professionals.
This year the program received more than 2,500 nominations, an increase of 9% over 2017, from organizations in 41 nations.
From November 2017 through early January this year, more than 150 professionals around theworld reviewed, rated and commented on the nominations. Just about 36% of the entries they ratedreceived average scores high enough to qualify as Finalists, all of which will be recognized tonight as Gold, Silver or Bronze Stevie Award winners. All of the judges are acknowledged in this program.We can’t run a successful awards program with our volunteer judges, and we can’t thank themenough for their participation.
Stevie Awards competitions receive more than 10,000 nominations each year from organizations of every type in more than 60 nations. This spring we’re accepting entries for the 5th annual Asia-Pacific Stevie Awards, The 16th Annual American Business AwardsSM, The 15thAnnual International Business Awards® and the third edition of the Stevie Awards for Great Employers.I invite you to learn more about these and our other competitions at www.StevieAwards.com.
Thank you for participating in the 12th annual Stevie Awards for Sales & Customer Service, andfor joining us this evening. Best wishes for continued success!
Cordially,
Michael GallagherPresident, The Stevie Awards
THE STEVIE® AWARDS10560 Main Street • Suite 519 • Fairfax, Virginia 22030 U.S.A.703.547.8389 • Fax: 703.991.2397 • [email protected]
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Program
5:15 pm Awards presentations in this order
Business Development Categories
New Product & Service Categories
Solution Provider Categories
6:00 pm Reception
7:00 pm Dinner
7:40 pm Awards presentations in this order
Sales Achievement Categories
Sales Individual Categories
Sales Distinction Categories
Sales Team Categories
Customer Service & Contact Center Individual Categories
Customer Service & Contact Center Team Categories
Customer Service & Contact Center Achievement Categories
Customer Service Success Categories
Customer Service Department of the Year Categories,including the People’s Choice Stevie® Awards for Favorite New Products
Presentation of the Grand Stevie® Award trophies
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Judging CommitteesJudging of the 2018 Stevie® Awards for Sales & Customer Service was conducted in November 2017 – January 2018 bymore than 150 professionals worldwide. Their average scores determined the Finalists, and the Gold, Silver and BronzeStevie-winner placements among the Finalists to be revealed tonight.
CUSTOMER SERVICE & CONTACT CENTER INDIVIDUAL AWARDS JUDGES
CHAIR:
Lisa OswaldSenior Vice President, Customer Service, TravelzooNew York, New York, USA
COMMITTEE:
Bilal Asci, Customer Value Group Manager, n11.com, Istanbul, Turkey
Tom Asher, Senior Vice President, Customer Engagement, Humach,Fairfax, California, USA
Pembe Candaner, Founder & President, JobzMall, Inc., Irvine, California, USA
Sally Cordova, COO and Lead Trainer, The LAMA Training by McKee Consulting LLC, Camarillo, California, USA
Nick Daines, Vice President, Technical Support, WP Engine, Austin, Texas, USA
Kristyn Emenecker, Global VP, Product Strategy, Verint, East Stroudsburg, Pennsylvania, USA
Darlene Geller-Stoff, President, Direct Communication Specialists, LLC, Woodstock, Georgia, USA
Heidi Guzman, Director, Consorcio Kairos, Villahermosa, Tabasco, Mexico
Angie Harris, Senior Vice President, Client Services, The Church Pension Group, New York, New York, USA
Jim Iyoob, Chief Customer Officer, Etech Global Services,Nacogdoches, Texas, USA
Wasif Khan, President, Invenio Solutions, Austin, Texas, USA
Roger Lee, Principal Evangelist, CEM Product Marketing, OpenText,Apple Valley, Minnesota, USA
Tim Montgomery, Managing Partner, Alamo Cloud Solutions, San Antonio, Texas, USA
Ann Moreth, Senior Customer Service Engagement Manager,UPMC Health Plan, Pittsburgh, Pennsylvania, USA
Denis Reno, Senior Vice President, Global Customer Success and Professional Services, Arxan Technologies, San Francisco, California, USA
Gwen Sorensen, Vice President, Client Services, First American Database Solutions, Santa Ana, California, USA
CJ Stafford, President, Stafford Communications Group, Inc., New Providence, New Jersey, USA
Joshua Strahler, Support Center Manager, Network Alliance, Reston, Virginia, USA
Lori Sullivan, Owner, Process Infinity, LLC, Indianapolis, Indiana, USA
Monica Tarr, Founder & CEO, Bennett Bay Consulting, Coeur d’Alene, Idaho, USA
Will Tarrant, Co-Founder & Managing Partner,Service Metrics Group, Plano, Texas, USA
Lark Will, President, Will Call Consulting, Jacksonville, Florida, USA
Learn more about the 2018 Judges
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Judging CommitteesCUSTOMER SERVICE & CONTACT CENTER TEAM ANDCUSTOMER SERVICE SUCCESS AWARDS JUDGES
CHAIR:
Art GairoSenior Vice President, Evolve IP, Wayne, Pennsylvania, USA
COMMITTEE:
Cheryl Alaniz, Director, SalesForce Implementation,Topco Associates LLC, Skokie, Illinois, USA
Reshma Bennur, Vice President Customer Experience,PeopleMetrics, Philadelphia, Pennsylvania, USA
Jeremy Bigler, Chief Product Officer, Neverfail, LLC, Austin, Texas, USA
Michelle Bray, Managing Director of Customer Care and HorseServices, United States Equestrian Federation, Lexington, Kentucky, USA
Cynthia Carle, Client Engagement Supervisor, eMoney Advisor, LLC,Radnor, Pennsylvania, USA
Lucia Caron, Senior Manager, Customer Support,Verint Systems Inc., Herndon, Virginia, USA
Ana Degani, Regional Director of Customer Service, Americas,DHL Express, Plantation, Florida, USA
Michael Doolan, Vice President, ImageTech, a Xerox Company,Canton, Massachusetts, USA
Kelly Hill, EAP Resolution Consultant, LifeWorks, Blue Bell, Pennsylvania, USA
Rod Jones, Chairman, Strategy to Revenue, Slough, Buckinghamshire, United Kingdom
Eduardo Jordan, Consultant, Ed Jordan/BenchmarkPortal,Fayetteville, North Carolina, USA
Nilima Justice, MD, VP Global Pharmacovigilance and Risk Management, Mallinckrodt Pharmaceuticals, Pipersville, Pennsylvania, USA
JoAnn Kay, Director of the Leadership Team, The Gordon Group,Greenwich, Connecticut, USA
Tony Keesee, Director of Customer Care, VPay, Plano, Texas, USA
William Leigh, Director, Director of Sales and CommercialOperations, CenturyLink, Gilbertsville, Pennsylvania, USA
Deb Matthews, Vice President, Customer Experience, nexVortex,Herndon, Virgina, USA
RJ Riemer, Vice President, Support Operations, VIZIO, Inc., Dakota Dunes, South Dakota, USA
Peter Rifkind, Vice President, Client Services,UltraLinq Healthcare Solutions, Inc, New York, New York, USA
Frank Rowe, Managing Director, Cecond Opinion, Bryn Mawr, Pennsylvania, USA
Manfred Stockmann, Founder and CEO, Honorary Chairman of CCV, C.M.B.S. Beratung & Coaching, Olching, Germany
Lori Van Dyke, Senior Manager, Customer Care, Access One Inc,Oswego, Illinois, USA
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Judging CommitteesCUSTOMER SERVICE DEPARTMENT & ACHIEVEMENT AWARDS JUDGES
CHAIR:
Matt MedinaSenior Director OF SMB Customer ServiceDun & BradstreetTucson, Arizona, USA
COMMITTEE:
Taufik Aldila Armaputra, Budget Controller, PT Petrokimia Gresik,Gresik, East Java, Indonesia
Jeanne Bliss, President, CustomerBliss.com, Bellevue, Washington, USA
Roy Dicello, Senior Director, Imaging Customer Care, KaVo Kerr,Atlanta, Georgia, USA
Alan Dowler, Director of Client Services, Hamilton Jewelers,Princeton, New Jersey, USA
Alex Edens, VP, Corporate Learning & Development,Optima Tax Relief, Santa Ana, California, USA
Richard Feinberg, Professor, Department of Consumer Sciencesand Retailing, Purdue University, West Lafayette, Indiana, USA
Simone Fojut, Chief Editor, CallCenterProfi, SFO Medien GmbH,Wiesbaden, Germany
Chris French, Vice President, Customer Success, Globoforce,Southborough, Massachusetts, USA
Jennifer Gogol, Customer Service Manager, City of Toledo, Toledo, Ohio, USA
Sandra Hill-Lynch, Account Manager, Business Communications,John Hancock, Boston, Massachusetts, USA
Phillip Horvath, Senior Vice President, Professional Services,Merchant Partners, Redmond, Washington, USA
Tunde Hubina, Vice President, Customer Care & Experience,Liberty Global, Luxembourg, Luxembourg
Suchit Kaul, Executive Director, JP Morgan, New York, New York, USA
Jamie Mork, Head of Application Support, Merrill Corporation, St Paul, Minnesota, USA
Will O'Keeffe, Vice President, Global Support & Operations,Acquia, Burlington, Massachusetts, USA
Leslie Phillips, Internal Communications, GoDaddy, Scottsdale, Arizona, USA
Lou Reinemann, Director, Customer Care, SmartBear Software,Somerville, Massachusetts, USA
Joao Pedro Santanna, Customer Services Director, Oi, Rio de Janeiro, Brazil
Paul Shiroma, Director of Training,First American Database Solutions, Santa Ana, California, USA
Sheena Sweeney, Managing Director – Global Customer Service,Moody’s Analytics, New York, New York, USA
Anika Tannebaum, Senior Head of Customer Service,Brands4friends, eBay Inc., Berlin, Germany
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Judging CommitteesNEW PRODUCT AND SOLUTION PROVIDER AWARDS JUDGES
CHAIR:
Ben MartinVice President, Client SupportNetwork AllianceReston, Virginia, USA
COMMITTEE:
Ravi Arora, Senior ERP Solution Architect/Business Transformation Expert, HCL Axon, Noida, Uttar Pradesh, India
Tristan Averett, Founding Principal, Virago Solutions, Lisbon, Portugal
Marlene Fox-McIntyre, Principal, Athene Solutions LLC, Coral Springs, Florida, USA
Lorretta Gasper, Principal, Wind Rose Communications, Atlanta, Georgia, USA
Tara Griffin, Analytics Solution Lead – North America, Genesys,Flagler Beach, Florida, USA
Anne Jefferies, Senior Manager, Customer Care Projects,AT&T Global Vendor Management, Abington, South Lanarkshire, United Kingdom
Corinne Jenni, President, Strategati LLC, San Diego, California, USA
Shridhar P Joshi, Consultant Advisor, TATA Motors, Pune, Maharashtra, India
Umut Keçecioglu, Mobile Product Manager, Yapi Kredi Bank,Istanbul, Turkey
Arvind Kumar, Advanced Certified Senior Solution Architect/Information Technology Project Manager, Derex Technology, Inc.,Portland, Oregon, USA
John Letourneau, Senior Director, Customer Success,VIPRE Security, Clearwater, Florida, USA
Wessam Massoud, Program Delivery Manager,Abu Dhabi Systems & Information Center (ADSIC), Abu Dhabi, United Arab Emirates
Mayank Moudgil, Associate Partner, Capco, Houston, Texas, USA
Rebecca Moule, Manager, Financial Services, Accenture, London, United Kingdom
Rajendran Nair, Chief Marketing Officer, Intrigo Systems, Inc, San Francisco, California, USA
Leticia Padilla, Vice President/Client Partner, TTEC, San Francisco, California, USA
Supriya Pande, Software Developer, File and ServeXpress, LLC,Irving, Texas, USA
Toni Potter, Director, AMERICAN SYSTEMS, Chantilly, Virginia, USA
Karishma Leon Quyn, Manager – Product Automations, Fareportal,Paris, France
Mohammad Rizvi, IT Leader, PricewaterhouseCoopers LLP, USA,Dallas/Fort Worth, Texas, USA
Randy Selleck, Senior Consultant, Service Strategies, Inc., Dayton, Ohio, USA
Sylvia Slezak, Marketing Director, CityOf.com, Livingston, Texas, USA
Melda Sofuoglu, Channel Experience & Operations Development Manager, Turkcell Global Bilgi, Istanbul, Turkey
Michel Stevens, Managing Partner, goCX, Brussels, Belgium
Shoab Syed, Managing Director, Technology Solutions Company,Toronto, Ontario, Canada
Marvin White, Manager, Innovation R&D, FedEx Services, Memphis, Tennessee, USA
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Cecelia Huffman, Marketing Communications Manager,Board of Certification/Accreditation, Owings Mills, Maryland, USA
Bhargav Katikala, Co-founder and CMO, One Youth Media,Hyderabad, Telangana, India
Andreea Leonte, Creative Strategist, Smileback, Berlin, Germany
Kristin Marquet, Creative Director, Creative Development Agency,New York, New York, USA
Robert Meehan, Director Business Development & Strategic Accounts, Lennox International, Dallas/Fort Worth, Texas, USA
AKM Moinul Islam Moin, General Manager-Business Operations(Business Head), PRAN-RFL Group, Dhaka, Bangladesh
Taylor Nelson, Vice President, Business Operations,Redline Automotive Merchandising, Haddonfield, New Jersey, USA
Karthikeyan Rajakumar, Senior Manager/Strategist,PricewaterhouseCoopers LLP, Chicago, Illinois, USA
Madhukar Sharma, CEO, ACE Medical LLC, Jacksonville, Florida, USA
Sherry Smith, Senior Account Director, Clarity PR, New York, New York, USA
Joe Steuter, Vice President, Marketing Communication,Carson Group, Omaha, Nebraska, USA
Laura Walter, Digital Marketing Manager, United Access, St Louis, Missouri, USA
Charles White, Principal Administrator, International RelationsOfficer (retired), European Commission, Brussels, Belgium
Rusty Williams, Co-Founder, AnswerStage, Wayland, Massachusetts, USA
SALES ACHIEVEMENT & BUSINESS DEVELOPMENTAWARDS JUDGES
CHAIR:
Jay FortunaPresident & Chief Learning OfficerJado SolutionsChicago, Illinois, USA
COMMITTEE:
Lara Abrams, Managing Member,Lara Abrams Communications, LLC, Lexington, Kentucky, USA
Jessica Ash, Business Development and Strategy, Broadridge, Fort Wayne, New York, USA
Sam Baddeley, Business Improvement Manager, Kuoni Global Travel Services, London, United Kingdom
Kim Claditis, Partner, Bridge Street Branding, Cedarburg, Wisconsin, USA
Teresa Clancy Burnett, Consultant Relations, FIS, Daytona Beach, Florida, USA
Von Conley, Regional Business Director - Sales & Marketing,Holiday Inn Club Vacations, Myrtle Beach, South Carolina, USA
Belinda Dolan, CEO, Clariti Group, Brisbane, Queensland, Australia
Heisha Freeman, Executive Vice President, MoveCenter,San Mateo, California, USA
Shannon Gregg, Head of Business Development Operations,Acurian, Pittsburgh, Pennsylvania, USA
Don Hopkins, CFO, Michael Thomas Salon Group, LLC, Naples, Florida, USA
Judging Committees
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Judging CommitteesSALES INDIVIDUAL & SALES DISTINCTION AWARDS JUDGES
CHAIR:
Tiffany WagnerGlobal Process Executive for Account PlanningSAPNewtown Square, Pennsylvania, USA
COMMITTEE:
David Araujo, Sales Supervisor, DHL Express, São Paulo, Brazil
Robyn Davis, Trade Show Strategy Specialist, When I Need Help,Columbia, South Carolina, USA
Sona Jepsen, Global Head of Sales Enablement, FIS, New York, New York, USA
Fred Kessler, CEO, Sales Partnerships, Inc, Westminster, Colorado, USA
Leah Middlebrook, VP Market Development, FIS, Addison, Texas, USA
Dr. Ravishankar N.S., Deputy Vice President, Axis Bank, Shimoga, Karnataka, India
Heidi Paulson, Partner & VP Sales & Marketing,CUC Software, Inc., Billings, Montana, USA
Donald Pillai, Strategic Business Advisor, Robust Marketing,Pretoria, South Africa
Jodi Sawyer, AVP, Global Human Resources, Manulife, Boston, Massachusetts, USA
Orsolya R. Szabó, Capability Development Senior Expert,MOL Group, Budapest, Hungary
Asli Tas Kayabas, Psychologist, Trainer, Founding Partner, Awards Consultant, Kuzey Academy, Istanbul, Turkey
Denise Tormey, President & Co-founder, PlanNet21, Portola Valley, California, USA
Máire P. Walsh, Senior Vice President, Digital Technologies,Enterprise Ireland, San Francisco, California, USA
SALES TEAM AWARDS JUDGES
CHAIR:
Dan StalpPresidentSandler TrainingKansas City, Missouri, USA
COMMITTEE:
Neetu Choudhary, Quality Assurance Analyst,Dubai, United Arab Emirates
John Cushman, Vice President, Tech Mahindra USA, Plano, Texas, USA
Eve Dumovich, CEO, Snowline Publishing, Ashford, Washington, USA
Gary Fewkes, Director, Customer Service, Traeger Grills, LLC, Salt Lake City, Utah, USA
Dato Seri Dr Edmund Goh, CEO, BHG Group (M) Sdn Bhd,Selangor, Malaysia
JungAh Han, Executive, Sales Transformation Support Leader,IBM Korea, Seoul, South Korea, USA
Evelyn Hsia, Director, Digital Operations, GE, San Ramon, California, USA
Eric Louttit, Partner/Founder, Birst Group, Inc., Palo Alto, California, USA
Frank Maylett, President & CEO, Rizepoint, Salt Lake City, Utah, USA
Stu Schlackman, President, Competitive Excellence, Richardson, Texas, USA
Gary Shumaker, President & CEO, C2 Solutions Group, Inc.,Reston, Virginia, USA
Michelle Taylan, Chairman/President,Llemich Personalized Imaging, Quezon City, Philippines
Burcu Tekbas, Agencies, Sales & Marketing Manager,Fly Express International Tour Operator, Istanbul, Turkey
Julie Thomas, President & CEO, ValueSelling Associates, Rancho Santa Fe, California, USA
Irem Tuzunalper, Co-Founder & CEO,Extra Loyalty Solutions, Inc., Istanbul, Turkey
Sabrina Valvo, Corporate Communications, CityMD, New York, New York, USA
Cigdem Wondergem, Global Head of Sales Training – DHL Global Forwarding, DHL Global Forwarding Global Head Office, Bonn, Nordrhein-Westfalen, Germany
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2018 Winners5:15 pm Award Presentations
BUSINESS DEVELOPMENT CATEGORIESBusiness Development Executive of the YearCKR Property Management, LLC, Houston, TX USA:
Caroline Kane, CEO
GN ReSound, Bloomington, MN USA: Keith Lewis, Vice President of Business Development
LoftSmart, New York, NY USA: Felipe Beraldo, Senior Director of Business Development
National Journal, Washington, DC USA: Katie Collins, Chief Business Development Officer
Business Development Professional of the YearAflac, Inc., Columbus, GA USA: Virgil R. Miller, SVP,
Chief Administrative Officer
Family Heritage Life Insurance Company of America,Broadview Heights, OH USA: Vincent Qurazzo, Product Manager, Business Development
MBX Systems, Libertyville, IL USA: Tina Adams, Director of Business Development
Studio Republic, Maroochydore, QLD, Australia: Traci Castle, Owner
Business Development Achievement of the Year—Financial Services IndustriesGaranti Bank, Istanbul, Turkey: Transportation Cards Top-up
John Hancock Financial Services, Boston, MA USA: JH MIRA — Bridging the Gap between Traditional and Digital
VakifBank, Istanbul, Turkey: VakifBank IBM SPSS Modeler
VakifBank, Istanbul, Turkey: VakifBank Mobile Field Sales(MFS) Application
Business Development Achievement of the Year—Services IndustriesBuyaka, Istanbul, Turkey: Buyaka Academy
Istanbul Metropolitan Municipality, Istanbul, Turkey: IMM Dynamic Strategic Model
Business Development Achievement of the Year—Technology IndustriesPushpay Holdings Limited, Redmond, WA USA:
Pushpay — Personalized Customer Experience
Business Development Achievement of the Year—All Other IndustriesInnovative Group, Miami, FL USA: Taking it to the MAX
Response, Lindon, UT USA: Business Development Achievement
NEW PRODUCT & SERVICE CATEGORIESBusiness Intelligence Solution—NewIBM, Armonk, NY USA: Achievement Payment Validation Tool
IBM, Armonk, NY USA: Holistic Incentive Plan Letter (IPL)Deployment Management System
Preparis, Atlanta, GA USA: Preparis Mobile Application forBusiness Continuity
RizePoint, Salt Lake City, UT USA: RizePoint LaunchesSearch-Driven Analytics
WNS (Holdings) Limited, Mumbai, India: WNS’ BrandttitudeSM
Business Intelligence Solution—New VersionEtech Global Services, Nacogdoches, TX USA:
Human Intelligence Meets Artificial Intelligence
IBM, Armonk, NY USA: Inquiry Metrics & ManagementSystem on Watson Analytics
Collaboration Solution—NewDHL Express, Beirut, Lebanon: Time Stealers & Continuous
Improvement, Customer Service
IBM, Armonk, NY USA: IBM Strategic Account Plan Program (ISAP)
John Hancock Financial Services, Boston, MA USA:Enhancing the customer experience through videos
See more information about the2018 Stevie Award Winners
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NEW PRODUCT & SERVICE CATEGORIES—Continued
Collaboration Solution—New VersionJohn Hancock Financial Services, Boston, MA USA:
Klapper Initiative
Contact Center Solution—NewDHL Express El Salvador, La Libertad, El Salvador:
57/5000 Telemarketing for Customs Procedures fromContact Center
Moxie, San Bruno, CA USA: How Moxie® Concierge® KbotTMCures the Contact Center Blues
Nuance Communications, Inc., Burlington, MA USA: Nuance and CallMiner Unite to Debut UnparalleledCustomer Engagement Analytics
Resolver Inc., London, United Kingdom: Providing a clear,effective and positive path for customers to complain
Contact Center Solution—New VersionConvergys, Cincinnati, OH USA: Convergys Customer
Interaction Hub, Featuring Customer Journey Analytics
Delta Vacations, Minot, ND USA: Delta Vacations Schedule Center
NewVoiceMedia, New York, NY USA: Product enhancementshelp businesses have more successful conversations withtheir customers
Talkdesk, San Francisco, CA USA: Talkdesk: The IntelligentContact Center
Vocalcom, Paris, France: Vocalcom Cloud Contact Center V6
Incentive Management Solution—NewIBM, Armonk, NY USA: IBM Quota Deployment Scorecard
IBM, Armonk, NY USA: Sales Incentives Design Module
Incentive Management Solution—New VersionGO Fuel Stations Inc, Istanbul, Turkey: GO New Generation
Fuel Stations — Increasing Customer Engagement >>Increasing Sales
LLC Telecontact, Moscow, Russian Federation: Telecontact Incentive Management Solution
Xactly, San Jose, CA USA: Xactly Incent Sales PerformanceManagement Suite
IVR or Web Service Solution—NewIBM, Armonk, NY USA: IBM XaaS Definition Tool
KT, Seoul, South Korea: Giga Genie ‘Our Home Service Center'
Samsung Electronics America, Ridgefield Park, NJ USA:Supporting Samsung Customers through the Power of aPeer Expert Network
IVR or Web Service Solution—New VersionJacada, Atlanta, GA USA: Jacada Visual IVR
Marketing Solution—NewCitizens Bank, Providence, RI USA: Demonstrating
Expertise to Drive Preference in Global Financial Markets:The Citizens Bank FiX Newsletter
CSA Travel Protection-Generali Global Assistance, San Diego, CA USA: CSA-Generali New Consumer-Direct Website
Pointillist, Boston, MA USA: Pointillist: Discover And InfluenceYour Customers’ Journeys
Marketing Solution—New VersionFirst American Database Solutions, Santa Ana, CA USA:
TitleFlex- Customer Service Marketing Solution
GO Fuel Stations Inc, Istanbul, Turkey: GO New GenerationFuel Stations — Increasing Customer Engagement >>Increasing Sales
HapYak Interactive Video, Boston, MA USA: HapYak Interactive Video Platform
VakifBank, Istanbul, Turkey: VakifBank Mobile Field Sales(MFS) Application
Relationship Management Solution—NewGladly, San Francisco, CA USA: Gladly Customer
Experience Platform
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NEW PRODUCT & SERVICE CATEGORIES—Continued
Relationship Management Solution—New VersionHomeServe USA, Norwalk, CT USA: HomeServe Cares —
Giving Back to our Partner Communities
Impartner, Inc., South Jordan, UT USA: Impartner PRMCements Position As Industry’s Gold Standard
JobDiva, New York, NY USA: JobDiva: Helping Our ClientsSucceed with Exciting New Tools
Oi Telecom, Rio de Janeiro, Brazil: Unique Screen: the innovation of convergent service
Pegasystems, Cambridge, MA USA: Pega Customer DecisionHub with T-Switch capability
Sales & Marketing Mobile Application—NewStanley Black & Decker Türkiye, Istanbul, Turkey:
Tradesmen of Turkey (Türkiyenin Ustalari Application)
Sales & Marketing Mobile Application—New VersionAllego, Needham, MA USA: Modern Training for On-the-Go
Sales Teams
JobDiva, New York, NY USA: JobDiva: New Tools forEngaging with Consultants
Sales Partnerships, Inc., Broomfield, CO USA: SPI TerritoryVisualization Suite using GIS and AI
VakifBank, Istanbul, Turkey: VakifBank Mobile Field Sales(MFS) Application
Sales Automation Solution—NewIBM, Armonk, NY USA: Robotics Processing Automation for
Pool Plan Creation
SalesboxAI, Houston, TX USA: SalesboxAI — AI for Sales and Marketing
Sales Automation Solution—New VersionSalesPreso, Melbourne, VIC, Australia:
Customer presentations are broken; we’ve fixed them
SmartLinx Solutions, Edison, NJ USA: SmartLinx Solutions:Sales Automation Solution — New Version
Sales Enablement Solution—NewIBM, Armonk, NY USA: IBM Data Analytics and Insights for
Sales Coverage
Imparta Inc., Austin, TX USA: Imparta’s Virtual Sales Academy
The SAVO Group, Chicago, IL USA: The SAVO Group
VMware, Palo Alto, CA USA: VMware
Sales Enablement Solution—New VersionAllego, Needham, MA USA: Transforming Sales Enablement
with Mobile Video Technology
Bigtincan, Boston, MA USA: Bigtincan’s Sales EnablementAutomation Platform, Bigtincan Hub
ClearSlide, San Francisco, CA USA: ClearSlide’s Orion Release
EXTRA Loyalty Solutions, Istanbul, Turkey: GO | New Generation Fuel Stations Loyalty —Increasing Customer Engagement >> Increasing Sales
Gage, Minneapolis, MN USA: Educate, Market & Reward:Introducing the Gage Channel Performance Suite
MindTickle, Sunnyvale, CA USA: MindTickle — A Comprehensive Sales Readiness andEnablement Solution
nThrive, Alpharetta, GA USA: nThrive Education
Qvidian, Chelmsford, MA USA: We Automate and Acceleratethe Proposal Process, Helping Sales Teams Submit MoreWinning Proposals, Faster
SalesPreso, Melbourne, VIC, Australia: Empowering salesteams by automating their most time-consuming task —creating winning presentations
Seismic, San Diego, CA USA: Seismic
ServiceMax, Pleasanton, CA USA: ServiceMax
ServiceNow, Santa Clara, CA USA: ServiceNow
ZoomInfo, Waltham, MA USA: ZoomInfo’s Salesforce Plug-In
Customer Service or Sales Book of the YearLotte Department Store, Seoul, South Korea: 2017 Lotte
Department Store Chuseok Premium Collection
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NEW PRODUCT & SERVICE CATEGORIES—Continued
Customer Service Training Product of the YearFIS Payments, Jacksonville, FL USA: Customer Service
Quick Hits, FIS Payments
Liveops, Phoenix, AZ USA: Skill Builder
MTM, Lake St. Louis, MO USA: MTM Training’s NewestTraining Product — Mobility Assessment Evaluator Training
SmartLinx Solutions, Edison, NJ USA: SmartLinx University
Sales Training Product of the YearImparta Inc., Austin, TX USA: Imparta’s Virtual Sales Academy
ValueSelling Associates, Rancho Santa Fe, CA USA:ValueSelling AssociatesTM Vortex ProspectingTM
Wilson Learning, Minneapolis, MN USA: Negotiating to Yes:Improving Profits, Strengthening Relationships
SOLUTION PROVIDER CATEGORIESSales Consulting Practice of the YearThe Brooks Group, Greensboro, NC USA
Guidebook, Inc., San Francisco, CA USA
Imparta Inc., Austin, TX USA
Janek Performance Group, Las Vegas, NV USA
JB Bush, Newport Beach, CA, USA
Value Prime Solutions, Rochester, NY, USA
Visualize, Inc., Birmingham, MI, USA
Sales Training Practice of the YearThe Brooks Group, Greensboro, NC USA
Carew International, Inc., Cincinnati, OH USA
Imparta Inc., Austin, TX USA
Janek Performance Group, Las Vegas, NV USA
JB Bush, Newport Beach, CA, USA
MarketBridge, Bethesda, MD USA
Nisbet Associates, Cambridge, United Kingdom
RAIN Group, Framingham, MA USA
TTEC, Englewood, CO USA
Value Prime Solutions, Rochester, NY, USA
Visualize, Inc., Birmingham, MI, USA
Wilson Learning, Minneapolis, MN USA
Sales Outsourcing Provider of the YearSales Partnerships, Inc., Broomfield, CO USA:
Sales Partnerships Field Based Sales OutsourcingThrough the Science of Sales
TTEC, Englewood, CO USA: Cross-Channel Strategies andSolutions to Increase Customer Lifetime Value
VXI Global Solutions, Los Angeles, CA USA: Sales and Culture Training Increases Revenue Per Agent,Per Transaction
Incentive, Rewards, or Recognition Provider of the YearEXTRA Loyalty Solutions, Istanbul, Turkey:
GO | New Generation Fuel Stations Loyalty —Increasing Customer Engagement >> Increasing Sales
MarketBridge, Bethesda, MD USA: Implementation of well-timed creative rewards for clients
MTC Performance, Schaumburg, IL USA: MTC Performance’sPro Series Automated Sales Incentive Software
TTEC, Englewood, CO USA: Healthcare Provider OptimizesTraining Through Gamification
Customer Service or Call Center Consulting Practice of the YearProv International, Tampa, FL USA:
Delivering As A Service solutions
TTEC, Englewood, CO USA: Delivering Concierge Servicesin Healthcare Through Enhanced Technology and Training
Customer Service or Call Center Training Practice of the YearConcentrix, Fremont, CA USA: “Best in Class” Starts With
“Best in Class” Training
iQor, St. Petersburg, FL USA: How to improve retentionthrough PeaQ Performance Qoaching
TTEC, Englewood, CO USA: TTEC Combines Talent andTechnology to Drive Training Excellence
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SOLUTION PROVIDER CATEGORIES—Continued
Sales or Customer Service Solutions Technology Partner of the YearEFG Companies, Irving, TX USA: Technology Solutions for a
B-to-B-to-C Business Model
Imparta Inc., Austin, TX USA: Sales, Sales through Serviceand Service training
John Hancock Financial Services, Boston, MA USA: RAS Team - Providing Creative Business Solutions andExceptional Customer Service
Nuance Communications, Inc., Burlington, MA USA: Nuance Digital Engagement Platform RevolutionizesCustomer Service, Engages Customers Anytime and Anywhere
Resolver Inc, London, United Kingdom: Smart technology for better outcomes in customer complaints
TTEC, Denver, CO USA: Seamless Touchpoint and Channel Interoperability Provides Enhanced Performanceand Continuity
Vocalcom, Paris, France: Vocalcom Salesforce Edition
Warrantech, Bedford, TX USA: Warrantech FutureProofProtect — Connected Living Made Simple
Contact Center or Customer Service Outsourcing Provider of the Year60K Ltd., Sofia, Bulgaria
B2X Care Solutions, Munich, Germany
CGS, New York, NY USA
Liveops, Phoenix, AZ USA
OnProcess Technology, Ashland, MA USA
Prov International, Tampa, FL USA
TTEC, Englewood, CO USA
VXI Global Solutions, Los Angeles, CA USA
Leadership or Management Training Practice of the YearAsurion, Nashville, TN USA: Masters Training and
Development Program
Carew International, Inc., Cincinnati, OH USA
GoDaddy, Scottsdale, AZ USA: GoDaddy — 2017 Leadership Summit
Wilson Learning, Minneapolis, MN USA
2018 International Business AwardsSM
The world’s top business awards program,open to all organizations worldwide.
Early-bird Entry Deadline: April 11, 2018
2018 American Business AwardsSM
The top business awards program in theU.S.A., recognizing achievement in everyfacet of the workplace.
Final Entry Deadline: March 14, 2018
Upcoming Stevie® Awards Deadlines
Learn More and Enter at www.StevieAwards.com
2018 Asia-Pacific Stevie® Awards
This Stevie Award program recognizesachievement at organizations in the 22 nations of the Asia-Pacific region.
Final Entry Deadline: March 14, 2018
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7:40 pm Award Presentations
SALES ACHIEVEMENT CATEGORIESSales Turnaround of the YearDHL Express Nigeria, Isolo, Lagos, Nigeria: DHL NG Sales
IBM, Armonk, NY USA: Achieving Excellence in DistributedSoftware Product Introduction
Mondelez International Turkey, Kocaeli, Turkey: Localization ofGifting & Offering Business
Sales Growth Achievement of the Year—Banking & InsuranceGuideWell Connect, Jacksonville, FL USA:
A Healthy Mouth Goes Beyond a Smile
VakifBank, Istanbul, Turkey: VakifBank Mobile Field Sales(MFS) Application
Yapi Kredi Bank, Istanbul, Turkey: Yapi Kredi Bank CustomerRelations Center Sales Growth
Sales Growth Achievement of the Year—All Other IndustriesDelta Vacations, Minot, ND USA:
Delta Vacations Sales Growth
Firebird Tours, Ft Lauderdale, FL USA: Thank you 2017. Welcome 2018!
iHeartMedia, Inc., New York, NY USA: iHeartMedia National Inside Sales Growth Achievement
Makers Nutrition, Hauppauge, NY USA: Makers NutritionSales Growth Achievement
SoftPro, Raleigh, NC USA: SoftPro Sales Team Growth Achievement
Best Use of Technology in Sales—Banking, Financial Services& InsuranceGaranti Bank, Istanbul, Turkey: STEP: A Seamless Workplace
& Bank in a Tablet
Mercer Consumer, Des Moines, IA USA: Short-term RecoveryPredictive Model
VakifBank, Istanbul, Turkey: VakifBank Mobile Field Sales(MFS) Application
Best Use of Technology in Sales—Business ServicesMTC Performance, Schaumburg, IL USA: MTC Performance’s
Pro Series Automated Sales Incentive Software
nThrive, Alpharetta, GA USA: nThrive
Optymyze, Chester, PA USA: Optymyze Offers Blue CrossBlue Shield of Massachusetts Accuracy, Flexibility and Scalability
Sales Partnerships, Inc., Broomfield, CO USA: Big Data andMachine Learning Transforming Sales Recruiting
Sales Partnerships, Inc., Broomfield, CO USA: GIS and AIRedefining Territory Management from Sales Partnerships
TTEC, Englewood, CO USA: Integrating Advanced Analyticswith Sales Expertise Yields Big Value for Clients
Best Use of Technology in Sales—All Other IndustriesAdobe Systems Incorporated, San Jose, CA USA: Adobe:
Data Technology to Reveal Untapped Opportunities
Delta Vacations, Minot, ND USA: Delta Vacations — Navigator
SAP America, Newtown Square, PA USA: Improving AccountExecutive Productivity with Deal Manager
Ultimate Software, Weston, FL USA: Ultimate CustomerSuccess Portal Delivers Results with 80% Increase in Satisfaction
Zelis Payments, Clearwater, FL USA: Zelis Payments’ Lead Management System Enhancements increase Salesand Decrease Churn
Demand Generation Program of the YearBeyond Codes Inc., Simi Valley, CA USA:
Beyond Codes’ Demand Generation Program
GO Fuel Stations Inc., Istanbul, Turkey: GO New Generation Fuel Stations — Increasing CustomerEngagement >> Increasing Sales
Mercer Consumer, Des Moines, IA USA: NEA CarePlus Video II
PowerSchool Group, LLC, Folsom, CA USA: Powering Demand-Gen with a Tour of the Future
WePay, a Chase company, Redwood City, CA USA:Reimagining Demand Generation Fundamentals WhenMore Falls Short
Outbound Marketing Program of the YearMercer Consumer, Des Moines, IA USA:
Dental Insurance Mailing
Mercer Consumer, Des Moines, IA USA: SUV Auto/Home Oversized Postcard Self-Mailer
Outsell, Minneapolis, MN, and DSplus, New York, NY USA:2018 Toyota C-HR Launch Campaign
28
SALES ACHIEVEMENT CATEGORIES—Continued
Inbound Marketing Program of the YearBirevim A.S., Istanbul, Turkey:
Birevim A.S. Inbound Marketing Program
Mercer Consumer, Des Moines, IA USA: Long-Term Care Mailing
WePay, a Chase company, Redwood City, CA USA: Thinking Bigger & Better When More Inbound Fails
Wyndham Vacation Ownership, Orlando, FL USA: In-Bound Call Transfer Program
Sales Process of the YearDISH Network, Roseland, NJ USA: DISH Direct Sales
GuideWell Connect, Jacksonville, FL USA: Operating Precision: Not just for Surgeons
NCR Corporation, Duluth, GA, USA: Driving Adoption Through Six Workstreams
sahibinden.com, Istanbul, Turkey: PUSULA
Sales Partnerships, Inc., Broomfield, CO USA: The Science of Sales with Sales Partnerships
SAP America, Newtown Square, PA USA: Managing Pipeline Health to Ensure Success
Yapi Kredi Bank, Istanbul, Turkey: Yapi Kredi Bank Call CenterPersonal Loan Direct Sales
Sales Training or Coaching Program of the Year—Business Services IndustriesAdvantexe Learning Solutions, West Conshocken, PA USA:
Developing empathy skills to build long-term customer relationships
Bloomfire, Austin, TX USA: Turn Insights Into Action WithBloomfire’s Insights Platform
iHeartMedia, Inc., New York, NY USA: iHeartMedia NationalInside Sales Training and Coaching Program
iProspect, Boston, MA USA with Richardson, Philadelphia, PA USA: iProspect Implements Agile, Scalable, and HighlyRelevant Sales Program to Gain Results
RAIN Group, Framingham, MA USA: cStor wins significantlymore sales, improves profit margin, and increases productivity
Sales Training or Coaching Program of the Year—Other Service IndustriesBloomfire, Austin, TX USA: How Bloomfire Knowledge
Sharing Platform Make Financial Advisor Training More Effective
Forrest Performance Group (FPG), Fort Worth, TX USA:FPG’s Sales Training or Coaching Program: Service Unleashed
GuideWell Connect, Jacksonville, FL USA: Shopping is theSecret to Our Success
Invenio Solutions, Austin, TX USA: Inveniology — Invenio’sProprietary Approach to the Science of Sales
Mondelez International Turkey, Kocaeli, Turkey: The Game for 6 Steps of A Call
NCR Corporation, Duluth, GA, USA: Six Workstreams with aSingle Focus
Sales Training or Coaching Program of the Year—Technology IndustriesIBM, Armonk, NY USA: IBM Accelerate — Becoming Agile
and Excellence in Training Delivery
IBM, Armonk, NY USA: Sales Incentives Workshop
ServiceNow, Santa Clara, CA: “Elevate”
VMware, Palo Alto, CA USA: Solution Architect (SA) Training
Sales Training or Coaching Program of the Year—All Other IndustriesBausch and Lomb, Rochester, NY USA with Richardson,
Philadelphia, PA USA: New Selling Approach for Bausch + Lomb Results in 11% Increase in Market Share
Bridgestone Americas & SweetRush, Nashville, TN & SanFrancisco, CA USA: Bridgestone Education Network:Winning the Hearts and Minds of a Non-Captive SalesTraining Audience
HUB International, Chicago, IL USA: HUB Sales ForceDevelopment’s Path to Validation Program
Marine Corps Recruiting Command, Quantico Station, VA USA: National Training Team, Marine Corps Recruiting Command
UNIQ Training and Consultancy, Istanbul, Turkey: UNIQ Training and Consultancy
29
SALES ACHIEVEMENT CATEGORIES—Continued
Sales Meeting of the YearNetchex, Covington, LA USA: Netchex’s Netconnect Rocks
the ’80s
Western & Southern Life, Cincinnati, OH USA: 2017 Leaders Sales Meeting, Maui, HI
Zelis Healthcare, Bedminster, NJ USA: Zelis Healthcare’s2017 Client Forum — Accelerating Together
Award for Innovation in Sales—Business Services IndustriesAlliance Data, Columbus, OH USA: Frictionless Mobile Credit
Sales Partnerships, Inc., Broomfield, CO USA: Sales Partnerships Innovating Sales Recruiting using Big Data and AI
Award for Innovation in Sales—Other Service IndustriesnThrive, Alpharetta, GA USA: nThrive Strategic Solutions
Warrantech, Bedford, TX USA: Warrantech FutureProof Protect
Wyndham Vacation Ownership, Orlando, FL USA: Wyndham Rewards Points Pack
Award for Innovation in Sales—Technology IndustriesApttus, San Mateo, CA USA: Apttus Max —
World’s 1st Quote-to-Cash Intelligent Agent
IBM, Armonk, NY USA: ASK Watson Incentives Cognitive Chatbot
SAP, Newtown Square, PA USA: SAP’s Leading SalesTransformation Masters Program
Sungard Availability Services, Wayne, PA USA: Sungard AS’s Deal Management System accelerates deal execution times by 40%, improves accuracy
Award for Innovation in Sales—All Other IndustriesBirevim A.S., Istanbul, Turkey: Birevim A.S. Innovation in Sales
EMKAY Inc, Itasca, IL USA: A Comprehensive Guide toConstructing a Corporate Fleet
M Partners Ltd, South Godstone, Surrey, United Kingdom:Cost of Ownership not Machine Price
SomethingNew, LLC, Madison, CT USA: You have to be constantly innovative when your companyname is SomethingNew!
SALES INDIVIDUAL CATEGORIES
Sponsored by
Senior Sales Executive of the YearApttus, San Mateo, CA USA:
Kent Perkocha, Chief Customer Officer
etouches, Norwalk, CT USA: Kathleen Roberge, Chief Revenue Officer
Makers Nutrition, Hauppauge, NY USA: Patrick Gillespie, VP-Sales
nThrive, Alpharetta, GA USA: Trace Hicks, VP of Sales, Northeast Zone
Sales Partnerships, Inc., Broomfield, CO USA: Fred Kessler, Chief Sales Officer
Simpson Healthcare Executives, LLC, Old Lyme, CT USA: Neil Malloy, EVP Global Strategy and Business Development
Urban Airship, Portland, OR USA: Eric Holmen — SVP Worldwide Sales and Demand
Wyndham Vacation Ownership, Orlando, FL USA: Jason Barnhill, Vice President, Sales & Marketing
Worldwide Sales Executive of the YearApttus, San Mateo, CA USA:
Kamal Ahluwalia, Chief Revenue Officer
National Sales Executive of the YearGN ReSound, Bloomington, MN USA:
Mikkel Knudsen, VP of Sales
iHeartMedia, Inc., New York, NY USA: Matt Loyd, National Media Consultant
Makers Nutrition, Hauppauge, NY USA: Patrick Gillespie, VP-Sales
NCR Corporation, Duluth, GA, USA: Eric Schoch, VP/GM North America Retail
Orion Advisor Services, Omaha, NE USA: Todd Bertucci, VP of Institutional Business Development
Sales Partnerships, Inc., Broomfield, CO USA: Gene Higby, VP of Client Services and Sales
30
SALES INDIVIDUAL CATEGORIES—Continued
Sales Director of the YearBolt On Technology, Southampton, PA USA:
Frank Dragoni, Director of Sales
Farbman Group, Southfield, MI USA: Michael Kalil, Director of Brokerage and COO
FieldEdge, Atlanta, GA USA: Cassie Fields, Director of Sales
iHeartMedia, Inc., New York, NY USA: Nathan Nicholson, Director of Sales
InfinityQS International, Inc., Fairfax, VA USA: John Hicks, Head of Sales
Lucid, South Jordan, UT USA: Peter Chun, VP, Inside Sales
RT Edgar Hawthorn, Kew, VIC, Australia: Glen Coutinho, Director
Sales Partnerships, Inc., Broomfield, CO USA: Brian Duxbury, Sales Director
Wyndham Vacation Ownership, Orlando, FL USA: Eric Ellis, Regional Director of Sales Projects
Sales Manager of the YearBernard BPO Jacksonville, FL USA: Michael Johnson
Quality 1st Basement Systems, Cliffwood, NJ USA: Dan McNally
Sales Partnerships, Inc., Broomfield, CO USA: Holly Derrick
Sales Operations Professional of the YearFIS Payments, Jacksonville, FL USA: Leah Middlebrook, FIS
Payments' International Sales Support
iHeartMedia, Inc., New York, NY USA: Heather Glenday,Manager, National Media Consultant
nThrive, Alpharetta, GA USA: Trace Hicks, VP Sales, NE Zone
Orion Advisor Services, Omaha, NE USA: Robin Danahy, Sales Administrator
Sales Training or Education Leader of the YearFIS, Jacksonville, FL USA:
Alison Cromer, Global Sales Learning Team
GN ReSound, Bloomington, MN USA: Sarah Klett, Director of Training
iHeartMedia, Inc., New York, NY USA: Hector Zuklic, Inside Sales Training Specialist
NCR Corporation, Duluth, GA USA: Julie Betts, Global Learning Leader
Sales Partnerships, Inc., Broomfield, CO USA: Jeff Valentine, Sales Training Leader
ServiceMax, Pleasanton, CA USA: Bob Kruzner, Director of Sales Enablement
Wyndham Vacation Ownership, Orlando, FL USA: Amy Tyndall, Director, Training
Sales Representative of the Year—Business Services IndustriesDHL Express Nigeria, Isolo, Lagos, Nigeria:
Enobong Joe, DHL NG Sales Representative
Makers Nutrition, Hauppauge, NY USA: Sal Ciaccio, Sales Representative
Sales Representative of the Year—Other Services IndustriesDelta Vacations, Minot, ND USA:
Jackie Hildenbrand, Sales Representative
Delta Vacations, Minot, ND USA: Robin Langford, Sales Representative
DHL Express Nigeria, Isolo, Lagos, Nigeria: Charles Archibong, DHL NG Sales Representative
Sales Partnerships, Inc., Broomfield, CO USA: Duncan Walsh, Merchant Account Superstar
Wyndham Vacation Ownership, Orlando, FL USA: Simon Saliba, Sales Representative
Sales Representative of the Year—All Other IndustriesBernard BPO Jacksonville, FL USA: Jennifer Ashby
HomeServe USA, Norwalk, CT USA: Ashley Shiwarsk
31
SALES DISTINCTION CATEGORIESSales Distinction of the Year—Computer SoftwareIntermedia, Mountain View, CA USA: Intermedia’s new sales
structure ignites record company growth
Social Sentinel, Inc.; Burlington, VT USA: Social Sentinel — A Success Story
SoftPro, Raleigh, NC USA: SoftPro Sales Team Distinction
Sales Distinction of the Year—Distribution & TransportationDHL Express, Beirut, Lebanon:
DHL Express Tripoli Service Point
Sales Distinction of the Year—Financial ServicesBirevim A.S., Istanbul, Turkey: Birevim A.S. Sales Distinction
Sales Partnerships, Inc., Broomfield, CO USA: Sales Partnerships Financial Services Sales Teams Growto $2B in Sales
Sales Distinction of the Year—Hospitality & TourismDelta Vacations, Minot, ND USA:
Delta Vacations Sales Distinction
Sales Distinction of the Year— Industrial & ManufacturingM Partners Ltd, South Godstone, Surrey, United Kingdom:
Real Cost of Ownership
Sales Distinction of the Year—All Other IndustriesEMKAY Inc, Itasca, IL USA: Fleet Management Company
Signs Manufacturing Powerhouse Tesla
Sales Partnerships, Inc., Broomfield, CO USA: Sales Partnerships Lighting Up Results for Solar Sales
SALES TEAM CATEGORIESGlobal Sales Team of the YearLabRoots, Yorba Linda, CA USA:
LabRoots Global Sales Team
Sterling Talent Solutions, New York, NY USA: Sterling Talent Solutions Global Sales Team
National Sales Team of the YearAllianz Global Assistance, Richmond, VA USA
DISH Network, Roseland, NJ USA: DISH Direct Sales
Empyrean Benefit Solutions, Inc., Houston, TX USA:Successfully Driving Record Sales Growth in aChallenging Industry
GN Hearing, Bloomington, MN USA: Moving Parts Unify to Deliver Record Sales Results
nThrive, Alpharetta, GA USA: National Sales Team
sahibinden.com, Istanbul, Turkey: S Team
Sales Partnerships, Inc., Broomfield, CO USA: Sales Partnerships National Sales Force
Simpson Healthcare Executives, LLC, Old Lyme, CT USA:Simpson Healthcare Executives National Sales Team
SoftPro, Raleigh, NC USA: SoftPro Sales Team Sets a New Benchmark for Success
USHEALTH Advisors, LLC, Grapevine, TX USA: USHEALTH Advisors continues to dominate with a combination of affordability and flexibility
Government Sales Team of the YearFIS Payments, Jacksonville, FL USA: FIS Payments’
Government Sales Team — EBT/EFT Team
GN ReSound, Bloomington, MN USA: GN ReSound’sGovernment Sales Team: Creatively Carving out NewPaths to Growth on Heels of Unforeseen Challenges
Sponsored by
Field Sales Team of the YearBNP Paribas Cardif Turkey, Istanbul, Turkey: Re-design of
Sales Force with Segment Based Service Approach
Legal Resources, Virginia Beach, VA USA: Legal ResourcesField Sales Team — The Standard for Service
Sales Partnerships, Inc., Broomfield, CO USA: Sales Partnerships Field Sales Leaders
Wyndham Vacation Ownership, Orlando, FL USA: Specialist Presenter Team
Telesales Team of the YearDISH Network, Roseland, NJ USA: DISH Direct Sales
iHeartMedia, Inc., New York, NY USA: iHeartMedia National Inside Sales
UPMC Health Plan, Pittsburgh, PA USA: UPMC Health Plan Medicare Telesales Team: Leveraging Passion and Innovation for Sales Results
VXI Global Solutions, Los Angeles, CA USA: Sales and Culture Training Increases Revenue Per Agent,Per Transaction
Zelis Payments, Clearwater, FL USA: Zelis Payments InsideSales: Transforming from Call Center to ConsultativeMindset Yields a YOY Increase
32
SALES TEAM CATEGORIES—Continued
Online Sales Team of the YearBNP Paribas Cardif Turkey, Istanbul, Turkey:
Online Insurance Policy and Pension Sales via Tablet
Comcast, Philadelphia, PA USA: Comcast’s Online SalesTeam Transforms the Customer Journey
DrugTestsInBulk.com, West Hills, CA USA: ‘Online Sales’ is About Understanding Our Customer. We Listen,We Apply,We Grow!
GuideWell Connect, Jacksonville, FL USA: A Healthy Mouth Goes Beyond a Smile
Sales Support Team of the Year—Business Services IndustriesIBM, Tokyo, Japan: STS Support in Efficiency of Sales
Activities for Growing
iHeartMedia, Inc., New York, NY USA: iHeartMedia National Inside Sales Coordinators
Sales Support Team of the Year—Other Service IndustriesFIS, Jacksonville, FL USA: FIS Global Sales Enablement Team
GN ReSound, Bloomington, MN USA: GN ReSound’s Strategic Sales Investment BolstersPerformance, Sets Records
Sales Support Team of the Year—Technology IndustriesIBM, Armonk, NY USA: IBM Sales Transaction Support Team
Accelerates Agile Adoption
IBM, Armonk, NY USA: Process automation for client uniqueinvoice in Japan
IBM, Armonk, NY USA: RPA BotCamp — start small grow big
IBM, Armonk, NY USA: Sales Scheme Optimization for IBM Bluemix® Infrastructure in Japan
IBM, Tokyo, Japan: IBM Japan — Enabling Contract Negotiationwith Contract Reference empowered by Watson
Sales Support Team of the Year—All Other IndustriesGuideWell Connect, Jacksonville, FL USA:
Racing to the Finish Line
Sales Operations Team of the YearDISH Network, Roseland, NJ USA: DISH Direct Sales
GuideWell Connect, Jacksonville, FL USA: Operating Precision: Not just for Surgeons
GuideWell Connect, Jacksonville, FL USA: Building a Better Mouse Trap
HomeServe USA, Norwalk, CT USA: Delivering Sales Excellence — People not Products
iHeartMedia, Inc., New York, NY USA: iHeartMedia National Inside Sales Coordinators
nThrive, Alpharetta, GA USA: nThrive Sales Operations Team
Sales Partnerships, Inc., Broomfield, CO USA: Sales Partnerships Operational Excellence
SAP America, Newtown Square, PA USA: Creating andRunning a Successful Global Sales Operations Model
VXI Global Solutions, Los Angeles, CA USA: Sales and Culture Training Increases Revenue Per Agent,Per Transaction
Virtual Technology Sales Enablement and Pre-sales Team of the YearCisco Systems, Inc., San Jose, CA USA:
Cisco Global Virtual Engineering (GVE) Organization
Empyrean Benefit Solutions, Inc., Houston, TX USA:Rethinking Strategies to Exceed Goals
Sales Management Team of the YearDHL Express Oman, Muscat, Oman:
Country Commercial Management Team-Oman
EFG Companies, Irving, TX USA: Achieving Sales Growth Through Client Engagement
iHeartMedia, Inc., New York, NY USA: iHeartMedia National Inside Sales Management Team
NCR Corporation, Duluth, GA, USA: NCR Corporation Sales Management Team
Warrantech, Bedford, TX USA: Warrantech Sales TeamCreates FutureProof Protect — Connected Living Made Simple
33
CUSTOMER SERVICE & CONTACT CENTERINDIVIDUAL CATEGORIESFront-Line Customer Service Professional of the Year—Business Services IndustriesRunzheimer, Waterford, WI USA:
Mardell Cook: Exceptional Customer Care
V Digital Services, Phoenix, AZ USA: Megan Esposito, Senior Account Manager
Front-Line Customer Service Professional of the Year—Financial Services IndustriesAllClear ID, Austin, TX USA:
Henry Vines, Licensed Fraud Investigator
Allianz Global Assistance, Richmond, VA USA: Greg Smith, Call Center Sales Specialist
Front-Line Customer Service Professional of the Year—Other Service IndustriesAmerican Airlines, Ft. Worth, TX USA: Gloria “Maytee” Miller,
Customer Relations Representative
Delta Vacations, Minot, ND USA: Rob Hoffart, Advanced Support Representative
Farbman Group, Southfield, MI USA: Christina Dibartolomeo, Vice President of Client Relations
HomeServe USA, Norwalk, CT USA: TaNesha Townsend —Caring for Customers Stronger than any Hurricane!
Kansas Turnpike Authority, Wichita, KS USA: Heather Kord, Customer Service Extraordinaire
Sun Basket, San Jose, CA USA: Fulgencio Eres, Front-LineCustomer Service Professional
Sun Basket, San Jose, CA USA: Elena Gatmaltan, Front-LineCustomer Service Professional
Wyndham Vacation Ownership, Orlando, FL USA: Megan Picard, Representative, Vacation Planning Center
Front-Line Customer Service Professional of the Year—Technology IndustriesCarbonite, Inc., Lewiston, ME USA: Mitchell Nemeth:
Taking Customer Service to a New Level!
eMoney Advisor, LLC, Radnor, PA USA: Teale McIntosh, Success Coach
MetTel, New York, NY USA: MetTel’s Meagan Abeltin Raisesthe Bar, Over and Over Again
Mitsubishi Electric US, Inc, Visual and Imaging SystemsDivision, Cypress, CA USA: Ken Reddick, Priority Support
Network Alliance, Inc., Reston, VA USA: Corey Orr, Help Desk Analyst
Openlink Financial, Uniondale, NY USA: Charles EberhardtChampions World-Class Customer Experience at Openlink
Park Place Technologies, Cleveland, OH USA: Mitch Cambareri, Advanced Engineer
PlanGrid, San Francisco, CA USA: Crystal Ross: Putting the “Hero” in Customer Support Hero
SmartLinx Solutions, Edison, NJ USA: Brandon Tahquette, Customer Support Specialist
Front-Line Customer Service Professional of the Year—All Other IndustriesAlbridge, Pennington, NJ USA:
Newry Bannish, Senior Client Services Representative
Delta Air Lines, Atlanta, GA USA: Bev Griffith, CVG Customer Experience Specialist
Delta Air Lines, Atlanta, GA USA: Cisley Webster, ATL Customer Experience Specialist
Delta Air Lines, Atlanta, GA USA: Joann Gibler, MSP Premium Sales & Service
Delta Air Lines, Atlanta, GA USA: Katie Suitter, MSP Premium Sales & Service Specialist
Delta Air Lines, Atlanta, GA USA: Kristen Kimber — SLC Premium Sales & Service, Tina Hsu — Executive Sales & Service Specialist
Delta Air Lines, Atlanta, GA USA: Rachel Padur, CVG Customer Experience Specialist Brand Advisor
Delta Air Lines, Atlanta, GA USA: Tara Stroman, ATL Brand Advisor Reserve
Delta Defense, West Bend, WI USA: Chantal Schroer:“Lightning fast Service; Thunderous Empathy”
DHL Express South Africa, Johannesburg, South Africa:Andile Nhlapo, Customer Service Professional
VIZIO Inc., Irvine, CA USA: The Curious Case of Lucas Boddy
Back-Office Customer Service Professional of the Year—Business Services IndustriesDiCentral Corporation, Houston, TX USA:
Kayla Adair, EDI Onboarding and Connections Lead
34
CUSTOMER SERVICE & CONTACT CENTERINDIVIDUAL CATEGORIES—Continued
Back-Office Customer Service Professional of the Year—Financial Services IndustriesCSA Travel Protection-Generali Global Assistance,
San Diego, CA USA: CSA-Generali’s Lupe Zepeda, Back-Office Customer Service Professional
FIS Payments, Jacksonville, FL USA: Christine Mejia, Senior Director for Center of Excellence Team, FIS Payments
Mass Mutual Life Insurance Company, Springfield, MA USA:Enrico Hamilton, Back-Office Customer Service Professional
Mass Mutual Life Insurance Company, Springfield, MA USA:Ryan Vigil — Back Office Service Professional
Back-Office Customer Service Professional of the Year—Other Service IndustriesFlight Centre, Montvale, NJ USA: Colleen Eaton,
Corporate Applications Support Analyst with CorporateSolutions at FCM
Sun Basket, San Jose, CA USA: Johnny Vu — Back-Office Customer Service Professional
Wyndham Vacation Ownership, Orlando, FL USA: Judy House, Administrative Assistant
Back-Office Customer Service Professional of the Year—Technology IndustriesCarbonite, Inc., Lewiston, ME USA: Becky Allen:
Customer Care's Source of Strength, Agility and Execution
eMoney Advisor, LLC, Radnor, PA USA: Melissa Houlemarde, Operations Specialist
Back-Office Customer Service Professional of the Year—All Other IndustriesDHL Express Peru, Lima, Perú: El Empleado del Año 2017
DHL Express: Cesar Batallanos
DHL Express South Africa, Johannesburg, South Africa: Chad Vaughn, Key Accounts Executive
DHL Express Vietnam, Ho Chi Minh City, Vietnam: Ms. Nhi, Customer Care Advisor — Rise the voice of customer centricity values
HomeServe USA, Norwalk, CT USA: Monica Edelen —Maximizing Collection Rates that Benefits Consumers
Vivint Solar, Lehi, UT USA: Anna Hales, Training Lead
Vivint Solar, Lehi, UT USA: Charles Machinski, Quality Assurance Auditor
VIZIO Inc., Irvine, CA USA: Vanessa ‘The Kraken’ Kranig,International Service Coordinator
Young Customer Service Professional of the Year—Business Services IndustriesRunzheimer, Waterford, WI USA:
Trevor “Exceed Customer Expectations” Doetsch
V Digital Services, Phoenix, AZ USA: Pablo Villalpando, SEO Specialist
Young Customer Service Professional of the Year—Other Service IndustriesSun Basket, San Jose, CA USA:
Kim Ngan Lam — Young Customer Service Professional
Sun Basket, San Jose, CA USA: Kristen Barnes — Young Customer Service Professional
Young Customer Service Professional of the Year—Technology IndustrieseMoney Advisor, LLC, Radnor, PA USA:
Danielle White, Success Coach
Securus Technologies, Dallas, TX USA: Zelperita Jackson, Customer Service Manager
SmartLinx Solutions, Edison, NJ USA: Thomas VanAntwerp, Customer Support Team Leader
Young Customer Service Professional of the Year—All Other IndustriesDHL Express, Nairobi, Kenya:
Albert Nganga, Certified International Specialist
DHL Express South Africa, Johannesburg, South Africa:Busisiwe Tshabalala, Frontline Supervisor
Vivint Solar, Lehi, UT USA: Cory Bobrowski, Default Manager
VIZIO Inc., Irvine, CA USA: Justin Chilton has a ‘quick question’
VIZIO Inc., Irvine, CA USA: Whitney McAlexander, Young Customer Service Professional
35
CUSTOMER SERVICE & CONTACT CENTERINDIVIDUAL CATEGORIES—Continued
Customer Service Manager of the Year—TransportationDelta Air Lines, Atlanta, GA USA:
Marlon Carter, SLC Customer Service Manager
DHL Express Zimbabwe, Bulawayo, Zimbabwe: Vee Rwodzi, Head of Customer Service
DHL International (Zambia) Limited, Lusaka, Zambia:Siamatendu Konayuma, Zambia CS Manager 2017
Customer Service Manager of the Year—All Other IndustriesCarbonite, Inc., Lewiston, ME USA:
John Marshall: Self-Service Hero
Donan, Louisville, KY USA: Amanda Prewitt, Client Services Manager
FIS Payments, Jacksonville, FL USA: Jenniffer Brazon, AVP of Dispute & Chargeback Services, FIS Payments
Flight Centre, Montvale, NJ USA: Marisol Marzette, Team Leader, Corporate Solutions Team
Overstock.com, Midvale, UT USA: Tyler Gardner, Customer Service Manager
Rimini Street, Inc. Las Vegas, NV USA: Jennifer Perry, Leading a Global SAP Support Team toProvide World-Class Customer Service
Studio Republic, Maroochydore, QLD, Australia: Lana Turner, Customer Service Manager
Sun Basket, San Jose, CA USA: Jon Ngo, Customer Service Manager
VIZIO Inc., Irvine, CA USA: Leah Anderson, Service and Support Team Supervisor
Customer Service Leader of the Year—Computer Software IndustryBolt On Technology, Southampton, PA USA:
Wilmarie Perez, Customer Service Leader
Carbonite, Inc., Lewiston, ME USA: Robert Frost, Vice President
Druva Inc., Sunnyvale, CA USA: Sunil Wadhwa — Druva’s Fearless Leader
Rimini Street, Inc. Las Vegas, NV USA: Craig Mackereth,Group Vice President of Global Application Support
Customer Service Leader of the Year—Transportation IndustryDelta Air Lines, Atlanta, GA USA: KarolRae Rokala —
IRC Customer Experience Global Ticketing Specialist
DHL Express Bangladesh, Dhaka, Bangladesh: Mahmud Bin Alam, National CS Manager
DHL Express, Nairobi, Kenya: Jane Karugi, Head of Customer Service
Customer Service Leader of the Year—All Other IndustriesARIIX, Bountiful, UT USA:
Cameron Bott, Vice President of Partner Support
FIS Payments, Jacksonville, FL USA: Brian O’Neill, SVP & Chief Client Officer, FIS Payments
Mass Mutual Life Insurance Company, Springfield, MA USA:Marilyn Edstrom, Customer Service Leader
Overstock.com, Midvale, UT USA: Brian Popelka, Customer Service Leader
Stewart, A Xerox Company, Mount Laurel, NJ USA: Joe Mangiaracina, Customer Service Leader
Sun Basket, San Jose, CA USA: Shawn Satterfield, SNR Operations Manager
VIZIO Inc., Irvine, CA USA: Derek Teut, Senior Director of Support
Contact Center Professional of the YearAllianz Global Assistance, Richmond, VA USA:
Greg Smith, Call Center Sales Specialist
Carbonite, Inc., Lewiston, ME USA: Marshall Milinazzo,:Leader in Call Center Optimization and Product Focus
DHL Express South Africa, Johannesburg, South Africa:Thabiso Aphane, Business Support Analyst
HomeServe USA, Norwalk, CT USA: Jimmy Patterson —Passionately Leading our People to Service Excellence
VIZIO Inc., Irvine, CA USA: Drew Goodell-Rains, Administrator of the VIZIO KBase
Wyndham Vacation Ownership, Orlando, FL USA: Dulce Garcia, Contact Center Representative
Contact Center Manager of the YearCarbonite, Inc., Lewiston, ME USA:
Kevin Bechard: A True Manager and Leader
VIZIO Inc., Irvine, CA USA: JB Pettiecord — Simply the Best
36
CUSTOMER SERVICE & CONTACT CENTERINDIVIDUAL CATEGORIES—Continued
Contact Center Leader of the YearAlbridge, Pennington, NJ USA: Natasha Horn, Vice President
Carbonite, Inc., Lewiston, ME USA: Laurie Danforth: A True Contact Center Leader!
Delta Vacations, Minot, ND USA: Shelley Knight, Vice President, Customer Engagement Center (CEC)
FIS Payments, Jacksonville, FL USA: Barbara Hunter, VP Dispute and Chargeback Services, FIS Payments
OptumRx, Costa Mesa, CA USA: Richard Gross, Call Center Director
Response, Lindon, UT USA: Kent North, Executive Vice President
VIZIO Inc., Irvine, CA USA: Scott Patten, Senior Vice President of Support
Wells Fargo Treasury Management Client Delivery, San Francisco, CA USA: John Bailey, Vice President
CUSTOMER SERVICE & CONTACT CENTERTEAM CATEGORIESCustomer Service Team of the Year—Recovery Situation—Financial Services IndustriesAssurant, Atlanta, GA USA:
Helping Homeowners Recover Quickly From a Disaster
InsureMyTrip, Warwick, RI USA: Team recovers $1M indelayed or denied travel insurance claims through Anytime Advocates© program
John Hancock Financial Services, Boston, MA USA: Aligning Partnerships and Locations
John Hancock Financial Services, Boston, MA USA: A Business Unit Ripe for Change!
Seven Corners, Carmel, IN USA: Turn-Around of Customer Service
Customer Service Team of the Year—Recovery Situation—Other Service IndustriesArzum, Istanbul, Turkey:
After Sales Services Operational Renewal
DHL Express, Bucharest, Romania: DHL Romania CustomerService Engagement & Turnover Recovery 2017
UPMC Health Plan, Pittsburgh, PA USA: UPMC Member Services Team
Customer Service Team of the Year—Recovery Situation—Technology IndustriesBlueCat Networks, Toronto, ON Canada:
BlueCat’s Smart Meter Recovery
Dell Technologies, Round Rock, TX USA: Dell’s Social Media Support
VIPRE Security, Clearwater, FL USA: VIPRE Security Incident Response Team
Customer Service Team of the Year—Recovery Situation—All Other IndustriesCross Country Home Services, Fort Lauderdale, FL USA:
Cross Country Home Services Beats the Summer Heat &Delivers Customer Service Excellence in 2017
DHL Express Honduras, San Pedro Sula, Cortes, Honduras:Great Service Recovery in Difficult Times
DHL Express Vietnam, Ho Chi Minh City, Vietnam: Passion for Excellence and reliability in any situation
First American Database Solutions, Santa Ana, CA USA: The Importance of SOPs, CRM and Organized Workflowin Client Services
Hisense USA Corporation, Suwanee, GA USA: Hisense USA Service Team
VIZIO Inc., Irvine, CA USA: VIZIO Executive ResolutionTeam — Offering options to reach a resolution in a Recovery Situation
Customer Service Complaints Team of the Year—Financial Services IndustriesFIS Payments, Jacksonville, FL USA:
FIS Payments’ Customer Service Complaints Team —Dispute & Chargeback Services
Future Generali India Insurance Company Ltd., Mumbai, India:Grievance-Management & Beyond
InsureMyTrip, Warwick, RI USA: Team recovers $1M indelayed or denied travel insurance claims through Anytime Advocates© program
John Hancock Financial Services, Boston, MA USA:Customer Service Driving Reputation and Sales
Mr. Cooper, Dallas, TX USA: The New Way of Handling Customer Complaints
Social Finance, San Francisco, CA USA: The SoFi Sharks
37
CUSTOMER SERVICE & CONTACT CENTERTEAM CATEGORIES—Continued
Customer Service Complaints Team of the Year—Other Service IndustriesAmerican Airlines, Ft. Worth, TX USA: Michelle Wanzo and
Donna Turilli of Customer Relations’ “Elevation Team”
DHL Express UK Ltd, Castle Donington, Derbyshire, United Kingdom: DHL Express UK Delivery & Logistics Team
NorthStar Home, Orem, UT USA: NorthStar Home Complaints Team
Customer Service Complaints Team of the Year—Technology IndustriesCarbonite, Inc., Lewiston, ME USA: Carbonite Service
Recovery Unit: No Customer Left Behind!
Securus Technologies, Dallas, TX USA: Securus Technologies' Corporate Escalations Team
Customer Service Complaints Team of the Year—All Other IndustriesDHL Express Ecuador, Quito, Ecuador:
DHL Express Ecuador Customer Service Complaints Team
DHL Express South Africa, Johannesburg, South Africa:Customer Service Complaints Team
HomeServe USA, Norwalk, CT USA: Customer Advocacy — Offering Real Time Resolutionswhen Customers are in Need
Vivint Solar, Lehi, UT USA: ERT — Executive Resolutions Team
VIZIO Inc., Irvine, CA USA: VIZIO’s Executive Resolution Team
Front-Line Customer Service Team of the Year—Business Services IndustriesAnswerPro Limited, Mission, KS USA: Live operators offer
customized answering services 365 days a year.
FreshBooks, Toronto, ON, Canada: Investing in RockstarHappiness to Create Extraordinary Experiences
Runzheimer, Waterford, WI USA: Exceeding IndustryStandards to Deliver Best Customer Service
Front-Line Customer Service Team of the Year—Financial Services Industries—Less than 100 EmployeesAllClear ID, Austin, TX USA:
AllClear ID’s Fraud Investigations Team
Divido, London, United Kingdom: Divido’s Amazing Client Success Team
Front-Line Customer Service Team of the Year—Financial Services Industries—100 or More EmployeesAllianz Global Assistance, Richmond, VA USA: Allianz Global
Assistance Front-Line Customer Service Team
GuideWell Connect, Jacksonville, FL USA: Saving Time + Saving Money = Customer Delight
Intelenet Global Services, Mumbai, India: Success Story of Team Barclaycard at Intelenet: End to End Cards Management Value Chain
John Hancock Financial Services, Boston, MA USA:Employee Engagement and Customer Loyalty
John Hancock Financial Services, Boston, MA USA: Going Beyond Regulatory and Industry Changes
SelectAccount, Eagan, MN USA: SelectAccount’s Everyday Heroes
Wells Fargo Treasury Management Client Delivery, San Francisco, CA USA: Dedicated Client Services Team
Front-Line Customer Service Team of the Year—Other Service Industries60K Ltd., Sofia, Bulgaria:
60K — Thomas Cook Front-Line Team
ClassicCars.com, Phoenix, AZ USA: Customer Service: A Human Touch
DHL Express United Arab Emirates, Dubai, UAE: DHL AE Entry Management Team
Grosvenor Services, Dublin, Ireland: The Grosvenor CustomerCare Centre — Customer focused, process driven.
Studio Republic, Maroochydore, QLD, Australia: Studio Republic Front-Line Customer Service Team
Swanson Health Products, Fargo, ND USA: Customer Service Impact Plan, Gaining Better Efficiency &Skills Without Diminishing Quality
Travelzoo, New York, NY USA: Delivering 100% Satisfaction, 100% of the Time
38
CUSTOMER SERVICE & CONTACT CENTERTEAM CATEGORIES—Continued
Front-Line Customer Service Team of the Year—Technology Industries—Computer Services & Software—Less Than 100 EmployeesBiscom, Chelmsford, MA USA:
Biscom Customer Service Goes Above and Beyond
DATABASICS, Reston, VA USA: “I have never received customer support on this level.”
Fluxx, San Francisco, CA USA: Fluxx Supports the Community
Grovo, New York, NY USA: Grovo Reinvents Its Award-Winning Customer Experience,Launches New Product Driven By Customer Feedback
Network Alliance, Inc., Reston, VA USA: The Network Alliance Support Center drives scalability and client satisfaction to record-high levels
NGINX, Inc., San Francisco, CA USA: NGINX Customer Support Team
Pushpay Holdings Limited, Redmond, WA USA: Pushpay — Personalized Customer Experience
Replicon, Inc., Redwood City, CA USA: Ensuring Not JustCustomer Satisfaction, but Also Customer Delight
Riva CRM Integration, Edmonton, AB, Canada: One Goal: Customer Delight!
SmartLinx Solutions, Edison, NJ USA: Solutions Delivery Team
Social Sentinel, Inc., Burlington, VT USA: A Client Success Story
Front-Line Customer Service Team of the Year—Technology Industries—Computer Hardware & Software—100 or More EmployeesAchievers, Toronto, ON Canada: Achievers Client
Support Team Exemplifies Company Core Value: Focus on Customer Happiness
BlueCat Networks, Toronto, ON Canada: BlueCat Enterprise Support
DataCore Software, Fort Lauderdale, FL USA: DataCore Software Worldwide Support Team
Druva Inc., Sunnyvale, CA USA: Druva’s Awesome Customer Service Team
etouches, Norwalk, CT USA: etouches’ Client-Facing Customer Service Team
Intuit Inc., Mississauga, ON, Canada: Intuit’s Frontline CareTeam: Empowering Prosperity around the World
MediaRadar, Inc., New York, NY USA: The Personal,Customizable, Scalable Approach to Ad Tech
Other World Computing, Woodstock, IL USA: Other World Computing Front-Line Customer Team
PlanGrid, San Francisco, CA USA: How PlanGrid’s Supportteam is laying the foundation for customer success
Rimini Street, Inc., Las Vegas, NV USA: Rimini Street OracleSupport Team Redefines Enterprise Software Support
Front-Line Customer Service Team of the Year—Technology Industries—TelecommunicationsAccess One Inc., Chicago, IL USA: Beyond the Scope
Active Digital, Tunbridge Wells, Kent United Kingdom: Active Digital’s Active Gurus — The Ultimate Front-line Team
Comcast, Philadelphia, PA USA: Leading the Comcast Customer Experience Transformation
j2 Global, Inc., Ottawa, ON Canada: J2 Global Fax Support Team
Front-Line Customer Service Team of the Year—All Other Technology IndustrieseMoney Advisor, LLC, Radnor, PA USA:
Embracing Agile Support via Technology and Training
Nasdaq Corporate Solutions, New York, NY USA: Nasdaq Boardvantage - Coming Together for the Client Experience
Securus Technologies, Dallas, TX USA: Securus Technologies’ Video Visitation Team
SignUpGenius, Charlotte, NC USA: SignUpGenius’ Scrappy Support Team
Stewart, a Xerox Company, Mt. Laurel, NJ USA: Rolling Out Managed Print Services for New Jersey’sLargest Healthcare Provider
39
CUSTOMER SERVICE & CONTACT CENTERTEAM CATEGORIES—Continued
Front-Line Customer Service Team of the Year—All Other Industries—Less than 100 EmployeesAlbridge, Pennington, NJ USA:
Albridge Frontline Client Service Team
Competence Call Center, Vienna, Austria: Nespresso & CCC
Cyberscout (formerly IDT911), Scottsdale, AZ USA:CyberScout’s team helps consumers after Equifax data breach
DHL Express Bangladesh, Dhaka, Bangladesh: DHL Express Bangladesh Front Line Team
DHL Express Bahrain, Manama, Bahrain: Bahrain Country Office Team!
DHL Express South Africa, Johannesburg, South Africa: DHL SA Front-Line Customer Service Team
DHL Uruguay SRL, Canelones, Uruguay: DHL Express Uruguay Front-Line Customer Service Team
Front-Line Customer Service Team of the Year—All Other Industries—100 or More EmployeesBorusan Otomotiv Ithalat ve Dagitim A.S., Istanbul, Turkey:
A “MINI” Wedding Story
CubeSmart Self Storage, Malvern, PA USA: Why Commitment To Service Is The Key To Success
Delta Defense, West Bend, WI USA: USCCA Member services - Rolling with the punches.
HomeServe USA, Norwalk, CT USA: RM WOW— Driving Resolutions with Integrity and Efficiency
Response, Lindon, UT USA: Customer Service Call Center Team Awesome
RXBAR, Chicago, IL USA: RXBAR’s Front-Line Customer Service Team
United States Equestrian Federation, Lexington, KY USA:How Service Recovery helped the US EquestrianCustomer Care Team
VIZIO Inc., Irvine, CA USA: VIZIO’s Team Saunders Has the Recipe for Success
Back-Office Customer Service Team of the Year—Business Services IndustriesGoDaddy, Scottsdale, AZ USA:
GoDaddy Workforce Management Team
HomeServe USA, Norwalk, CT USA: Enhancing the CustomerExperience — A Process Study in Contractor Recruitment
Back-Office Customer Service Team of the Year—Financial Services IndustriesFIS Payments, Jacksonville, FL USA: Client Relations Center
of Excellence team, FIS Payments
Mass Mutual Life Insurance Company, Springfield, MA USA:Loan, Dividend, Cash Value, and Variable Life Back-OfficeCustomer Service Team
Mass Mutual Life Insurance Company, Springfield, MA USA:Disability Income Back Office Operations CustomerService Team
Riversource Life Insurance at Ameriprise Financial,Minneapolis, MN USA: Lean collaboration for new team toachieve quality and timeliness goals
SurePayroll, Inc., Glenview, IL USA: The SurePayroll TaxesPaid and Filed Guarantee That Delivers
Wells Fargo Treasury Management Client Delivery, San Francisco, CA USA: Customer ExperienceCommunications Team
Back-Office Customer Service Team of the Year—Other Service IndustriesAVRS, Petaluma, CA USA:
AVRS Back-Office Customer Service Team
DHL Express, Saudi Arabia, Al Khobar, Saudi Arabia: DHL Saudi Arabia Key Account Back Office Team
Sun Basket, San Jose, CA USA: Sun Basket Customer Service Operations
UPMC Health Plan, Pittsburgh, PA USA: UPMC Health Plan Enrollment & COB Services
Back-Office Customer Service Team of the Year—Technology IndustriesAchievers, Toronto, ON Canada: The Achievers Operations
Team is Critical to Internal and External Customers
Albridge, Pennington, NJ USA: Albridge Contact Center- Back Office Team
Carbonite, Inc., Lewiston, ME USA: Carbonite Customer Care Readiness: Aligning Teams and Driving Success
40
CUSTOMER SERVICE & CONTACT CENTERTEAM CATEGORIES—Continued
Back-Office Customer Service Team of the Year—All Other IndustriesDelta Air Lines, Atlanta, GA USA: SIN Queue Support Team
DHL Express South Africa, Johannesburg, South Africa: Back-Office Customer Service Team
DHL Express Vietnam, Ho Chi Minh City, Vietnam: The concrete team beyond crisis
EMKAY Inc., Itasca, IL USA: An Analytical Approach toImproving Business Performance
HomeServe USA, Norwalk, CT USA: Processing Payments toEnsure Premium Customer Service
Human Resources Authority, Ministry of Interior-Kingdom ofBahrain, Manama, Bahrain: Oracle Team
San Antonio Water System, San Antonio, TX USA: San Antonio Water System Billing Team
VIZIO Inc., Irvine, CA USA: Field Issue Tracking Team
Contact Center of the Year (Up to 100 Seats)—Business Services IndustriesAnswerPro Limited, Mission, KS USA:
AnswerPro Limited excels at handling more than 1M calltransactions each year.
Runzheimer, Waterford, WI USA: Exceeding IndustryStandards to Deliver Best Customer Service
Contact Center of the Year (Up to 100 Seats)—Financial Services IndustriesAlbridge, Pennington, NJ USA: Albridge Contact Center
EFG Companies, Irving, TX USA: Contact Center Enhancements for a Seamless CustomerService Experience
Future Generali India Insurance Company Ltd., Mumbai, India:One Passion, One Mission — Service Excellence
John Hancock Financial Services, Boston, MA USA: Going Beyond Regulatory and Industry Changes
PayLease, San Diego, CA USA: PayLease’s Resident Service Team
SurePayroll, Inc., Glenview, IL USA: SurePayroll ContactCenter Hits New Highs in Customer Feedback
Contact Center of the Year (Up to 100 Seats)—Other Service IndustriesDHL Express Brazil LTDA, São Paulo SP, Brazil:
2017, The resilience year!
DHL Express United Arab Emirates, Dubai, UAE: DHL AE Contact Center
DHL International (Zambia) Limited, Lusaka, Zambia: Zambia Contact Center 2017
Contact Center of the Year (Up to 100 Seats)—Technology IndustriesAutosoft, Inc, West Middlesex, PA USA:
Autosoft Customer Success Center
AWeber - Email Marketing, Chalfont, PA USA: Remarkable Partnerships, Remarkable Experiences
Bottomline Technologies, Portsmouth, NH USA: Making sureevery interaction makes a “delightful” impression
Buildium, Boston, MA USA: Buildium Customer Care:Maintaining high levels of service despite volume growth
DAT Solutions, Beaverton, OR USA: A Road to ProfessionalDevelopment, Caring Culture, and Customers for Life.
Druva Inc., Sunnyvale, CA USA: Druva’s Cloud-based Contact Center
EventMobi, Toronto, ON, Canada: EventMobi’s Customer Support Team
ISN, Dallas, TX USA: ISN Software Corporation
Pushpay Holdings Limited, Redmond, WA USA: Pushpay — Personalized Customer Experience
41
CUSTOMER SERVICE & CONTACT CENTERTEAM CATEGORIES—Continued
Contact Center of the Year (Up to 100 Seats)—All Other IndustriesBorusan Otomotiv Ithalat ve Dagitim A.S., Istanbul, Turkey:
Borusan Otomotiv Interaction Center
CubeSmart Self Storage, Malvern, PA USA: Customer Service Worthy of a WOW!
Delta Defense, West Bend, WI USA: USCCA/Delta DefenseLLC: Crafting Legendary Customer Service
DHL Express Bangladesh, Dhaka, Bangladesh: DHL Express Bangladesh Contact Center
DHL Express Ecuador, Quito, Ecuador: Contact Center DHL Express Ecuador
DHL Express Vietnam, Ho Chi Minh City, Vietnam: Strategy for a changing world — CONNECT Focus: work together to achieve excellence in everything we do
Dorel Juvenile, Columbus, IN USA: Dorel Juvenile Contact Center
Hawk Incentives, Lewisville, TX USA: Hawk Incentives Call Center
JM Bullion, Dallas, TX USA: JM Bullion Continues to Raise the Bar
Response, Lindon, UT USA: Customer Service and Call Center — Awesome Team
Contact Center of the Year (Over 100 Seats)—Business Services IndustriesGoDaddy, Scottsdale, AZ USA: GoDaddy — Shifting the
global economy toward life-fulfilling independent ventures
Sponsored by
Contact Center of the Year (Over 100 Seats)—Financial Services IndustriesAllianz Global Assistance, Richmond, VA USA:
Allianz Global Assistance Contact Center
Cathay Life Insurance Co., Ltd, Taipei, Taiwan: Cathay Life Insurance Contact Center
John Hancock Financial Services, Boston, MA USA:Employee Engagement and Customer Loyalty
Odeabank, Istanbul, Turkey: Odeabank Contact Center
Wells Fargo Treasury Management Client Delivery, San Francisco, CA USA: National Services Group Contact Center
Yapi Kredi Bank, Istanbul, Turkey: Yapi Kredi Bank Customer Relations Center
Contact Center of the Year (Over 100 Seats)—Other Service Industries60K Ltd., Sofia, Bulgaria: 60K Ltd. Contact Center
Alliance Data, Columbus, OH USA: Alliance Data Care Center
Delta Vacations, Minot, ND USA: Delta Vacations Customer Engagement Center
Marriott Vacation Club International, Orlando, FL USA:Marriott Vacation Club Owner Services
Contact Center of the Year (Over 100 Seats)—Technology IndustriesBlackbaud, Inc., Charleston, SC USA: Restructured Support
Organization Increases Efficiency and CustomerSatisfaction at Blackbaud
Carbonite, Inc., Lewiston, ME USA: Carbonite CustomerCare: One Extraordinary Contact Center
eMoney Advisor, LLC, Radnor, PA USA: Embracing AgileSupport via Technology and Training
Empyrean Benefit Solutions, Inc., Houston, TX USA: A Hi-Touch Approach to Service for Total BenefitsAdministration Success
iiNet Ltd, Perth, WA, Australia: iiNet’s Virtual Contact Centre
SecurityMetrics, Orem, UT USA: Dedication to QualityAssurance and Data Accuracy
SolarWinds, Austin, TX USA: SolarWinds Technical Support
Contact Center of the Year (Over 100 Seats)—All Other IndustriesDHL Express South Africa, Johannesburg, South Africa:
Customer Service Contact Center
HomeServe USA, Norwalk, CT USA: Living our Customer Promise one call at a time
UPMC Health Plan, Pittsburgh, PA USA: UPMC Health Plan Contact Center
VIZIO Inc., Irvine, CA USA: VIZIO Dakota Dunes ContactCenter Has Found the Formula for Success
VXI Global Solutions, Los Angeles, CA USA: VXI — Contact Center Partner for the world’s leading brands
42
CUSTOMER SERVICE & CONTACT CENTERTEAM CATEGORIES—Continued
Customer Service Management Team of the YearWells Fargo Treasury Management Client Delivery,
San Francisco, CA USA: Executive Management Team
FIS Payments, Jacksonville, FL USA: Client Relations Management Team, FIS Payments
Albridge, Pennington, NJ USA: Albridge Contact Center Management Team
DHL Express, Guatemala City, Guatemala: Small Contact Center Management Team
Druva Inc., Sunnyvale, CA USA: Druva’s Exemplary Service Management team
HomeServe USA, Norwalk, CT USA: Driving the business forward during exceptional growth.
Overstock.com, Midvale, UT USA: Overstock.com Customer Care Management Team
PublicSchoolWORKS, Cincinnati, OH USA:PublicSchoolWORKS Client Services leadership teammakes supporting customers more efficient and effective
Rimini Street, Inc., Las Vegas, NV USA: Management LeadTeams in the Relentless Pursuit of Providing the Best Customer Support in the Industry
Travelzoo, New York, NY USA: Lean Team Delivers Industry-Leading Results
VIZIO Inc., Irvine, CA USA: VIZIO Dakota Dunes Leadership Team
Customer Service Training Team of the Year—Business Services IndustriesSGEi, Las Vegas, NV USA: SGEi Customer Service Training
Team Improves Sales and Service Training for Inspirationand Success
Customer Service Training Team of the Year—Financial Services IndustriesFIS Payments, Jacksonville, FL USA:
FIS Payments’ Customer Service Training Team
John Hancock Financial Services, Boston, MA USA: The Shared Services Training & Development Team
Customer Service Training Team of the Year—Other Service IndustriesMTM, Lake St. Louis, MO USA:
MTM’s Outstanding Customer Service Training Team
Overstock.com, Midvale, UT USA: Overstock.com Training Team
Customer Service Training Team of the Year—Technology IndustriesBlueCat Networks, Toronto, ON Canada: BlueCat Training
Buildium, Boston, MA USA: Buildium Training Team: Finding a more efficient and effective way
ezCater, Boston, MA USA: No PowerPoints Here: How ezCater Enables Catering Miracles
ISN, Dallas, TX USA: ISN Software Corporation CustomerService Training Team
OmniUpdate, Camarillo, CA USA: Trained To Succeed
Customer Service Training Team of the Year—All Other IndustriesCon Edison, New York, NY USA: R.I.S.E. Academy
Delta Vacations, Minot, ND USA: Delta Vacations CustomerEngagement Center Training Team
DHL Express, Arnhem, The Netherlands: Dedicated agents; supporting their new colleagues andpromoting our feedback culture
First American Database Solutions, Santa Ana, CA USA: First American DBS Client Service Training Team —Driving Customer Success by Driving Internal Success
Learning Tribes, Miami, FL USA: Learning Tribes — a training footprint
MRO Corp, Norristown, PA USA: MRO’s Customer Service Training Team
VIZIO Inc., Irvine, CA USA: VIZIO’s Customer ServiceTraining Team– Tyrel Drey and Red Brown a RemarkableTwo-Man Team
43
CUSTOMER SERVICE & CONTACT CENTERACHIEVEMENT CATEGORIESe-Commerce Customer Service Award—Computer IndustriesCarbonite, Inc., Lewiston, ME USA:
Empowering Customers to Self-Serve
e-Commerce Customer Service Award—Financial Services IndustriesAlly Bank, Detroit, MI USA: Ally Card Controls
e-Commerce Customer Service Award—Other Service IndustriesCon Edison, New York, NY USA:
The Digital Customer Experience (DCX) Project
Invenio Solutions, Austin, TX USA: Invenio Digital — A turnkey, integrated, outsourced sales &marketing solution for the B2B SMB market
e-Commerce Customer Service Award—Telecommunications IndustriesComcast, Philadelphia, PA USA:
Digital Customer Care at Scale
e-Commerce Customer Service Award—All Other IndustriesDelta Defense, West Bend, WI USA: USCCA/Delta Defense
LLC Social Care Team-- Moderating the Masses: ServingSuccess
Federal Motor Carrier Safety Administration (FMCSA),Washington, DC USA: FMCSA Pre-EmploymentScreening Program Enrollment Wizard
QVC, West Chester, PA USA: QVC Expands e-CommerceServices to Exceed Customer Experience
Best Use of Technology in Customer Service—Computer IndustriesBlueCat Networks, Toronto, ON Canada:
BlueCat Care Portal
Carbonite, Inc., Lewiston, ME USA: Seamless Acquisition Integration
CareerArc, Burbank, CA USA: CareerArc: Impactful Innovation & Client Success
Cisco Systems, Diegem, Belgium: Alfred — changing the waycustomer service departments are managed
Dell Technologies, Round Rock, TX USA: Use of Technology in Social Media For Customer Service
Druva Inc., Sunnyvale, CA USA: Druva’s Innovatory use of technology for Customer Service
Guidebook, Inc., San Francisco, CA USA: From Coins to Computers: Using Technology to AdvanceService at Guidebook
Leanplum, San Francisco, CA USA: The proactive client health monitor
Mozy by DELL, Draper, UT USA: What if you could solve your customers’ issues beforethey’re even aware of a pending problem?
ServiceNow, Santa Clara, CA USA: ServiceNow Delivers Customer Service
SmartLinx Solutions, Edison, NJ USA: Scorecards EnableCustomer Health Monitoring and Value Confirmation
Best Use of Technology in Customer Service—Financial Services Industries— InsuranceAflac, Inc., Columbus, GA USA:
Aflac Technology Enhancements Further Elevate Industry-Leading Customer Focus
AkSigorta, Istanbul, Turkey: Better Customer Service andStronger Customer Relationship
Assurant, Atlanta, GA USA: Agile Approach Improves the Customer Experience
USHEALTH Group, Inc., Fort Worth, TX USA: Our Vision forthe Future,“The All-Seeing Customer Service Rep”:USHEALTH Group’s OZ CRM System
44
CUSTOMER SERVICE & CONTACT CENTERACHIEVEMENT CATEGORIES—Continued
Best Use of Technology in Customer Service—All Other Financial Services IndustriesAlly Bank, Detroit, MI USA: Ally Skill for Amazon Alexa
FIS Payments, Jacksonville, FL USA: FIS Payments’ CustomerService Robotic Process Automation (RPA)
Forter, New York, NY USA: Forter Customer Service Support
John Hancock Financial Services, Boston, MA USA: Alexa Offering for John Hancock Investments ExchangeTraded Funds Platform
John Hancock Financial Services, Boston, MA USA: Using Robotics to Stay Connected with our Clients
Nuance Communications, Inc., Burlington, MA USA:Pensiones BBVA Bancomer Strengthens Pension Systemwith Voice Biometric
Nuance Communications, Inc., Burlington, MA USA: Virginia Credit Union (VACU) Brings Innovation andSecurity with Nuance Voice Biometrics
Yapi Kredi Bank, Istanbul, Turkey: Yapi Kredi Bank Contact Center One Direction Project
Best Use of Technology in Customer Service—Other Service Industries1-800-Flowers.com, Carle Place, NY USA:
How GWYN is Transforming Customer Service for 1-800-FLOWERS.COM, Inc.
Convergent Outsourcing, Inc., Renton, WA USA: Convergent Employee Scorecard — Employee Engagement& Gamification
Optum, Eden Prairie, MN USA: Optum: Enhancing the customer experience through AI persona-routing
UniFirst Corporation, Wilmington, MA USA: UniFirst Develops Information Management System ToImprove Customer Service
UPMC Health Plan, Pittsburgh, PA USA: UPMC Health Plan’s New Payment IVR
Best Use of Technology in Customer Service—Telecommunications IndustriesCisco Systems, Diegem, Belgium: Cisco Charlotte project:
at the heart of quality and KPIs
KT, Seoul, South Korea: KT’s “All-in-Home” & “Preemptive Care” technology consultation
OpenMarket, Seattle, WA USA: SMS Alerts Tackle CustomerFrustration, Eliminate Overcrowded Train Platforms
Best Use of Technology in Customer Service—All Other IndustriesAthenahealth, Watertown, MA USA:
Athenahealth and Salesforce Service Cloud
Collective Health, San Francisco, CA USA: Collective Health’s breakthrough customer service tool forthe data-rich modern healthcare ecosystem
DoorDash, San Francisco, CA USA: Door Dash and Salesforce Service Cloud
Dorel Juvenile, Columbus, IN USA: Dorel Juvenile
HomeServe USA, Norwalk, CT USA: Enhancing the CustomerExperience — A Study in Mobile Field Technology
HomeServe USA, Norwalk, CT USA: Exploring the Emotion &Sentiment Behind a Customer Experience
HomeServe USA, Norwalk, CT USA: Let’s Get Sassy!
Human Resources Authority, Ministry of Interior-Kingdom ofBahrain: Manama, Bahrain
Samsung Electronics America, Ridgefield Park, NJ USA:Creating the Perfect Customer Care Experience While Maximizing Efficiencies — Samsung’s Private Cloud Solution
45
CUSTOMER SERVICE & CONTACT CENTERACHIEVEMENT CATEGORIES—Continued
Award for Innovation in Customer Service—Computer IndustriesAWeber — Email Marketing, Chalfont, PA USA
BlueCat Networks, Toronto, ON Canada: BlueCat Solutions
Carbonite, Inc., Lewiston, ME USA: Quality Assurance: The Future Has Arrived
CareerArc, Burbank, CA USA: Impactful Innovation & Client Success
Dell Technologies, Bangalore, Karnataka, India: Call Driver Analytical Tool
Dell Technologies, Round Rock, TX USA: Innovation InCustomer Service Through Social Media Support
Druva Inc., Sunnyvale, CA USA: Druva’s Intelligent and Innovative Customer Service
Gladly, San Francisco, CA USA: Jetblue + Gladly's CustomerExperience Platform Put People at the Heart of it
InfinityQS International, Inc., Fairfax, VA USA: Online, Self-service Resources Improve CustomerSatisfaction and Loyalty
Jobvite, San Mateo, CA USA: Cracking the Product UsageNut: Usage Index and Contextualized Help
Loopio, Toronto, ON, Canada: The Success Loop
Award for Innovation in Customer Service—Financial Services IndustriesAlliance Data, Columbus, OH USA:
Alliance Data Care Center: Supervisor Optimization
Ally Bank, Detroit, MI USA: Ally Skill for Amazon Alexa
EFG Companies, Irving, TX USA: Driving Innovation Through Collaboration
Future Generali India Insurance Company Ltd., Mumbai, India:Placing our Customers at the Heart of everything we do
Garanti Bank, Istanbul, Turkey: Free Speech
Intelenet Global Services, Mumbai, India: Co-creation andTransformation of Mortgage Services at Intelenet
John Hancock Financial Services, Boston, MA USA: LIDS UP Program
Moody’s Analytics, New York, NY USA: Moody’s Analytics —Our Dedication to Innovation
Mr. Cooper, Dallas, TX USA: Mr. Cooper, changing the face of home mortgages
Odeabank, Istanbul, Turkey: Voice Technologies
Pacific Life, Newport Beach, CA USA: World Class Transaction Experience - We Want to Know!
USHEALTH Group, Inc., Fort Worth, TX USA: Our Vision for the Future “The All-Seeing CustomerService Rep”: USHEALTH Group’s OZ CRM System
Award for Innovation in Customer Service—Other Service IndustriesDHL Express N.V., Diegem, Belgium:
On Demand Delivery DHL Express
DHL Express, Buenos Aires, Argentina: Customer Care Yellow Wallboard AR
Ezdan Real Estate, Doha, Qatar: Ezdan Real Estate, Home of Exceptional Life Experiences
Hospitadent Dental Group, Istanbul, Turkey: Smiling Center
TTEC, Englewood, CO USA: A Video Chat a Day Keeps theDoctor Away: How Welcome Home Health is BringingHealthcare into the 21st Century with TTEC
Award for Innovation in Customer Service—Telecommunications IndustriesCisco Systems, Diegem, Belgium:
Cisco Charlotte project: at the heart of quality and KPIs
Comcast, Philadelphia, PA USA: Comcast’s Digital TeamUses Customer Feedback to Innovate
CSS Corp, Chennai, Tamil Nadu, India: CSS Corp’s Customer Service Innovation
KT, Seoul, South Korea: KT customer service center thatshares compassion, KT consultant that gives happiness.
Nextiva, Scottsdale, AZ USA: Nextiva’s dedication to Amazing Service
Oi S/A, Rio de Janeiro, Brasil: Customer Experience of the Future, Today
Oi S/A, Rio de Janeiro, Brasil: Turning Competition into Cooperation
46
CUSTOMER SERVICE & CONTACT CENTERACHIEVEMENT CATEGORIES—Continued
Award for Innovation in Customer Service—All Other IndustriesAchievers, Toronto, ON Canada: Achievers Member
Experience team Delivers a Superior and PersonalizedCustomer Experience
Board of Certification/Accreditation, Owings Mill, MD USA:New Product Development for Customer Demand
Borusan Otomotiv Ithalat ve Dagitim A.S., Istanbul, Turkey:BOTIM BOOST Project — Coaching Program for Self-Improving and Happiness
C3i Solutions, King of Prussia, PA USA: Surprising anddelighting clients with customized video emails
ComEd, OakBrook Terrace, IL USA: ComEd's Contact Center Online Quality Store
ComEd, Oakbrook Terrace, IL USA: Enhancing the Customer Experience
DHL Express Peru, Lima, Perú: Mejorando la Experiencia deNuestros Clientes en DHL Express: Plataforma de Pago“Advance Duty Collection”
First American Database Solutions, Santa Ana, CA USA:Providing Game-Changing Support in Existing Platforms
GoDaddy, Scottsdale, AZ USA: Shifting the global economytoward life-fulfilling independent ventures
HomeServe USA, Norwalk, CT USA: Evolving customerinsight to meet the ever changing expectation of todays’ consumers
NICE Systems, Paramus, NJ: NICE Robotic Process Automation
Nuance Communications, Inc., Burlington, MA USA: FedEx Leverages Nuance AI-Powered Virtual Assistant toEnhance the Experience
Response, Lindon, UT USA: Customer Service Awesome Team
Safelite AutoGlass, Columbus, OH USA: Safelite AutoGlassintroduces Alexa skill and Watch Us On Our Way toenhance customer experience
Samsung Electronics America, Ridgefield Park, NJ USA:Samsung Electronics America’s Private Virtual Cloud —Technology for Best in Class Customer Service
Sponsored by
Digital Leader of the Year—BFSI Industry—Customer ExperienceDeutsche Bank, London, United Kingdom:
Marcus Glover, Head of Digital & Innovation
National Insurance Corporation of India, Kolkata, India: K Sanath Kumar, Chairman and Managing Director
Leader in Financial Services Transformation—Customer ExperienceDeutsche Bank, Warlingham, United Kingdom:
Wendy Redshaw, CIO
GEICO, Washington, DC USA: Matthew Harrison, Director Programming Analysis, Digital Claims
CUSTOMER SERVICE SUCCESS CATEGORIESCustomer Service Success—Business Service IndustriesAdvantage Media Group|ForbesBooks, Charleston, SC USA:
Building the Advantage Family with great service
Verified Volunteers, Fort Collins, CO USA: Verified VolunteersBalances High-Tech and High-Touch Customer Experience
Customer Service Success—Financial Service IndustriesBirevim A.S., Istanbul, Turkey:
Birevim A.S. Customer Service Success
GuideWell Connect, Jacksonville, FL USA: Shopping is the Secret to Our Success
GuideWell Connect, Jacksonville, FL USA: Saving Time + Saving Money = Customer Delight
John Hancock Financial Services, Boston, MA USA: NPS and Customer Satisfaction Rating
Moxie, San Bruno, CA USA: Moxie® Concierge® Suite:Increase CSAT, Applications and Quotes Completion andSales without the need for human assistance.
Nuance Communications, Inc., Burlington, MA USA: Citizens Bank Launches Nuance Live Chat to IncreaseCustomer Connections
OneWest Bank, Pasadena, CA USA: OneWest Bank: One Person at a Time
Sahouri Insurance & Financial, McLean, VA USA: Sahouri Insurance Customer Service
47
CUSTOMER SERVICE SUCCESS CATEGORIES—Continued
Customer Service Success—Other Service IndustriesBus.com, Montreal, QC, Canada: To the Bus!
Miller Electric Company, Omaha, NE USA: Miller Electric Company Excels in Customer Service
Samsung Electronics America, Ridgefield Park, NJ USA:Samsung Community —An Interactive Online SupportResource For Our Customers
WNS (Holdings) Limited, Mumbai, India: NPS Improvement
Customer Service Success—Technology IndustriesActiveCampaign, Chicago, IL USA: ActiveCampaign
Customer Support & Success Award Submission
Comcast Technology Solutions, Denver, CO USA: Comcast Technology Solutions’ Customer Service Engagement
Cvent Inc., McLean, VA USA: Cvent Inc’s Customer Success Team
DATABASICS, Reston, VA USA: Going Back To The Basics With Customer Support forTimesheets & Expense Reporting
IBM, Armonk, NY USA: Transition and consolidation of IBM Global Finance Collection Activities
Intellis (formerly Warshaw Group, Inc.), New York, NY USA:Intellis Fresh Support Improves Response Time, Visibility for System Users
Masergy Communications, Inc., Plano TX, USA: Masergy Communications Customer Service Success
MentorcliQ, Columbus, OH USA: Dedicated To Our Customers’ Mentoring Success
Modsy, San Francisco, CA USA: Customer Service Success at Modsy
Patagonia Health, Cary, NC USA: Service: People First — Every Day
Thomson Reuters Tax & Accounting, Carrollton, TX USA:Thomson Reuters Year 1 Customer Experience Program (Y1X)
Unitas Global, Los Angeles, CA USA: How Unitas Global Provides Successful ClientEngagement and Customer Service
Customer Service Success—All Other IndustriesPentastar Aviation, Waterford Township, MI USA:
Pentastar Aviation – Customer Service Success
Simplilearn, San Francisco, CA USA: Transforming CustomerService into Customer Success, Creating Lifetime Value
CUSTOMER SERVICE DEPARTMENT OF THE YEAR CATEGORIESCustomer Service Department of the Year—Airlines, Distribution & TransportationBombardier Commercial Aircraft, Toronto, ON & Mirabel,
QC, Canada
DHL Express Bangladesh, Dhaka, Bangladesh
DHL Express Bolivia SRL, Santa Cruz, Bolivia
DHL Express Colombia Ltda, Bogota, Columbia
DHL Express Vietnam, Ho Chi Minh City, Vietnam
DHL Express, Arnhem, The Netherlands
DHL Express, Bangkok, Thailand
DHL Express, Buenos Aires, Argentina
DHL Express, Manila, Philippines
DHL Fletes Aereos C.A, Caracas, Venezuela
DHL Tanzania Limited, Dar Es Salaam, Tanzania
Spireon, Inc., Irvine, CA USA
Customer Service Department of the Year—Computer HardwareBlack Box Network Services, Lawrence, PA USA
Dell Technologies, Round Rock, TX USA
Service Express Inc., Grand Rapids, MI USA
Unitrends, Burlington, MA USA
48
CUSTOMER SERVICE DEPARTMENT OF THE YEAR CATEGORIES—Continued
Customer Service Department of the Year—Computer ServicesDatapipe, Jersey City, NJ USA
Dell Technologies, Bangalore, Karnataka, India: Advanced Resolution Group
Dell Technologies, Bangalore, Karnataka, India: Dell APJ Premium Support
Leanplum, San Francisco, CA USA
Network Alliance, Inc., Reston, VA USA
Customer Service Department of the Year—Computer Software—Up to 100 EmployeesAgilence, Mt. Laurel, NJ USA
Brainier Solutions, Inc., Minneapolis, MN USA
BrightMove,Inc., St. Augustine Beach, FL USA
CareerArc, Burbank, CA USA
DATABASICS, Reston, VA USA
Dell Technologies, Bangalore, Karnataka, India & Casablanca, Morocco
FieldEdge, Fort Myers, FL USA
Function Point, Vancouver, BC, Canada
Guidebook, Inc., San Francisco, CA USA
Intuit Inc., Mississauga, ON, Canada
ListenFirst, New York, NY USA
Olark, San Francisco, CA USA
OneCause, Indianapolis, IN USA
Property Vista, Toronto, ON, Canada
Pulse Commerce, Bridgeport, CT USA
Riva CRM Integration, Edmonton, AB, Canada
Rocket Matter, Boca Raton, FL USA
Smokeball, Chicago, IL USA
Stitch Labs, San Francisco, CA USA
Teachable; New York, NY USA
TEKLYNX Americas, Whitefish Bay, WI USA
Total Defense, Hauppauge, NY USA
Customer Service Department of the Year—Computer Software—100 or More EmployeesAppRiver, Gulf Breeze, FL USA
BambooHR, Lehi, UT USA
BlueCat Networks, Toronto, ON, Canada
Carbonite, Inc., Lwesiton, ME USA!
Catchpoint, New York, NY USA
Clio — Practice Management Software, Vancouver, BC, Canada
Cvent Inc, McLean, VA USA
Daxko, Birmingham, AL USA
Druva Inc., Sunnyvale, CA USA
Edgenet, Nashville, TN USA
eMoney Advisor, LLC, Radnor, PA USA
CIMS, Holmdel, NJ USA
Information Builders, New York, NY USA
Intermedia, Mountain View, CA USA
Intralinks, New York, NY USA
Justworks, New York, NY USA
Mixpanel, San Francisco, CA USA
Nasdaq Corporate Solutions, New York, NY USA
Oildex, Denver, CO USA
Openlink Financial, Uniondale, NY USA
Oracle + Bronto, Durham, NC USA
Periscope Data, San Francisco, CA USA
PhishMe, Leesburg, VA USA
PlanGrid, San Francisco, CA USA
Pushpay Holdings Limited, Redmond, WA USA
Replicon, Inc., Redwood City, CA USA
Rimini Street, Inc., Las Vegas, NV USA
ServiceTitan, Glendale, CA USA
ShopKeep Inc., New York, NY USA
Siteimprove, Inc., Minneapolis, MN USA
SoftPro, Raleigh, NC USA
49
CUSTOMER SERVICE DEPARTMENT OF THE YEAR CATEGORIES—Continued
Customer Service Department of the Year—Computer Software—100 or More Employees—ContinuedSprout Social, Chicago, IL USA
SYSPRO, Costa Mesa, CA USA
Toast Inc., Boston, MA USA
Ultimate Software, Weston, FL USA
Unitrends, Burlington, MA USA
UserTesting, Mountain View, CA USA
VIPRE Security, Clearwater, FL USA
Vision Solutions, Irvine, CA USA
Wolters Kluwer's ELM Solutions, Houston, TX USA
WP Engine, Austin, TX USA
Customer Service Department of the Year—Financial Services—Up to 100 EmployeesCare.com HomePay, Austin, TX USA
GPS Capital Markets, Inc., South Jordan, UT USA
LECMPA, Southfield, MI USA
McAdam, Philadelphia, PA USA
Squaremouth, Inc., St. Petersburg, FL USA
Symetra, Bellevue, WA and West Des Moines, IA USA
VPay, Plano, TX USA
Customer Service Department of the Year—Financial Services—100 or More EmployeesAflac, Inc., Columbus, GA USA
Allianz Global Assistance, Richmond, VA USA
Family Heritage Life Insurance Company of America,Broadview Heights, OH USA
John Hancock Financial Services, Boston, MA USA
Paychex, Inc., Rochester, NY USA
United Shore Financial Services, Troy, MI USA
Customer Service Department of the Year—Healthcare, Pharmaceuticals, and Related IndustriesCollective Health, San Francisco, CA USA
Grand Rounds, San Francisco, CA USA
Medical Guardian, LLC, Philadelphia, PA USA
MRO Corp., Norristown, PA USA
OptumRx, Costa Mesa, CA USA
SCAN Healthplan, Long Beach, CA USA
TSI Healthcare, Chapel Hill, NC USA
UnitedHealthcare, Minnetonka, MN USA
Zelis Payments, Clearwater, FL USA
Customer Service Department of the Year—Leisure & Tourism60K Ltd., Sofia, Bulgaria
AIG Travel, Houston, TX USA
CruiseDirect.com, Morristown, NJ USA
Marriott Intermediary Partner Care, Omaha, NE USA
Marriott Vacation Club International, Orlando, FL USA
Travelzoo, New York, NY USA
Customer Service Department of the Year—Public Services & EducationOmniUpdate, Camarillo, CA USA
PublicSchoolWORKS, Cincinnati, OH USA
Response, Lindon, UT USA
Standard For Success, Cloverdale, IN USA
Customer Service Department of the Year—RetailChewy.com, Hollywood, FL USA
JM Bullion, Dallas, TX USA
Overstock.com, Midvale, UT USA
QVC, West Chester, PA USA
Wayfair, Boston, MA USA
Zappos, Las Vegas, NV USA
50
CUSTOMER SERVICE DEPARTMENT OF THE YEAR CATEGORIES—Continued
Customer Service Department of the Year—TelecommunicationsArkadin Cloud Communications, London, United Kingdom
Google Fiber Inc., Mountain View, CA USA
Loop Communications, Charlotte, NC USA
MetTel, New York, NY USA
Nextiva, Scottsdale, AZ USA
Customer Service Department of the Year—All Other Industries—Less Than 100 EmployeesAnnmarie Skin Care, Berkeley, CA USA
Clarus Commerce, Rocky Hill, CT USA
Cyberscout (formerly IDT911), Scottsdale, AZ USA
DHL Express, Nairobi, Kenya
SchoolMint, San Francisco, CA USA
Customer Service Department of the Year—All Other Industries—100 or More EmployeesAccurate Background, Irvine, CA USA
Adestra, New York, NY USA
ARIIX, Bountiful, UT USA
Donan, Louisville, KY USA
HomeServe USA, Norwalk, CT & Chattanooga, TN USA
Justworks, New York, NY USA
Legacy.com, Evanston, IL USA
NorthStar Home, Orem, UT USA
Okta, San Francisco, CA USA
Sterling Talent Solutions, New York, NY USA
Two’s Company Inc., Elmsford, NY USA
VIZIO Inc., Irvine, CA USA
Wheels, Inc.. Des Plaines, IL USA
Presentation of the People’s Choice Stevie Awards for Favorite Customer Service
Presentation of the Grand Stevie Award trophies
51
Mark Your Calendar for the 2019 Stevie® Awards for Sales & Customer Service
July 24 2018: Call for entries issued
October 17: Early-bird entry deadline — entry fees discounted
November 14: Entry deadline
November 2018 –January 2019: Judging
January 10 2018: Last day late entries will be accepted with payment of $55 late fee per entry
January 15: Finalists notified
January 16: Public voting opens for People’s Choice Stevie Awards for Favorite Customer Service
February 8: Public voting closes at 11:59 pm ET for People’s Choice Stevie Awards for Favorite Customer Service
February 22: Awards banquet at Caesars Palace in Las Vegas, Nevada USA
THE STEVIE® AWARDS10560 Main Street • Suite 519 • Fairfax, Virginia 22030 U.S.A703.547.8389 • Fax: 703.991.2397 • [email protected]
www.stevieawards.com